<html><body style="word-wrap: break-word; -webkit-nbsp-mode: space; -webkit-line-break: after-white-space; ">Hope this helps,<div>regards,</div><div>Jason</div><div><br><div><div>On 29 Sep 2008, at 23:13, Filipe José Silva Clemente wrote:</div><br class="Apple-interchange-newline"><blockquote type="cite"><div> <div><font face="Arial" color="#000000" size="2">Hi,</font></div> <div><font face="Arial" size="2"></font> </div> <div><font face="Arial" size="2">I have a queue called "Entrance" where the RT puts all emails received by my helpdesk email address. This queue doesnt send an automatic ticket ID email to the requestor.</font></div> <div><font face="Arial" size="2"></font> </div> <div><font face="Arial" size="2">I have another queue called helpdesk used for the work team to move tickets from entrance to helpdesk. I want to send an email to the requestor notifying the ticket ID only when my team moves the ticket from the queue entrance to the queue helpdesk.</font></div></div></blockquote><div><br></div><div>Set up a template on the helpdesk queue called "AutoReply"</div><div><br></div><div>Copy content from the global Autoreply template and make one modification to </div><div>this so you can access the original email content </div><div><span class="Apple-style-span" style="font-weight: bold; ">{$Ticket->Transactions->First->Content}</span> shown below.</div><div><div><br></div><div><br></div><div>====START TEMPLATE</div><div><br></div><div>This message has been automatically generated in response to the</div><div>creation of a trouble ticket regarding:</div><div><br></div><div><span class="Apple-tab-span" style="white-space:pre"> </span>"{$Ticket->Subject()}", </div><div><br></div><div>a summary of which appears below.</div><div><br></div><div>There is no need to reply to this message right now. Your ticket has been</div><div>assigned an ID of [{$Ticket->QueueObj->SubjectTag || $rtname} #{$Ticket->id()}].</div><div><br></div><div>Please include the string:</div><div><br></div><div> [{$Ticket->QueueObj->SubjectTag || $rtname} #{$Ticket->id}]</div><div><br></div><div>in the subject line of all future correspondence about this issue. To do so, </div><div>you may reply to this message.</div><div><br></div><div> Thank you,</div><div> {$Ticket->QueueObj->CorrespondAddress()}</div><div><br></div><div>-------------------------------------------------------------------------</div><div><b>{$Ticket->Transactions->First->Content}</b></div><div><b><br></b></div></div><div>====END TEMPLATE</div><div><br></div><div><br></div><div>Next set up a scrip for the helpdesk queue:</div><div>Stage: TransactionCreate</div><div>Condition: On Queue Change</div><div>Action: Autoreply To Requestors</div><div>Template: Autoreply</div><div><span class="Apple-tab-span" style="white-space:pre"> </span>(This will be the helpdesk Autoreply template which overrides the global one)<br></div><blockquote type="cite"><div> <div><font face="Arial" size="2"></font> </div> <div><font face="Arial" size="2">Do u have any acript to do this? Any clues or website links?</font></div> <div><font face="Arial" size="2"></font> </div> <div><font face="Arial" size="2">Another question:</font></div> <div><font face="Arial" size="2"></font> </div> <div><font face="Arial" size="2">My helpdesk team forwards a ticket by email to an external support team. Then i want the external support team to comment the ticket and send it back by email to RT and be added to the ticket history. What is the best way to implement this?</font></div></div></blockquote><div><br></div><div>I think you need to look at group rights.</div><div><br></div><br><blockquote type="cite"><div> <div><font face="Arial" size="2"></font> </div> <div><font face="Arial" size="2"></font><font face="Arial" size="2"></font> </div> <div><font face="Arial" size="2">TIA,</font></div> <div><font face="Arial" size="2"></font> </div> <div><font face="Arial" size="2">Filipe Clemente</font></div> <div><font face="Arial" size="2">Portugal</font></div></div>_______________________________________________<br><a href="http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users">http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users</a><br><br>Community help: http://wiki.bestpractical.com<br>Commercial support: sales@bestpractical.com<br><br><br>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. <br>Buy a copy at http://rtbook.bestpractical.com</blockquote></div><br></div></body></html>