[rt-users] Re: Auto-opening and notifying tickets.

[Senoner Samuel]

1. A tickets opens when you correspond, not when you comment (in the
standard scripts On Correspond Open Tickets with template Blank)
2. Your staff gets notified if you set it as admincc of this queue (in
the standard scripts On Create Notify AdminCcs with template
Transaction)

Just look at the scripts. You can set it how you want

SAmuel

-----Original Message-----
From: Chris Murton [mailto:chris at areti.net] 
Sent: Thursday,11 December,2003 10:41
To: Jim Rowan
Cc: rt-users at lists.fsck.com
Subject: Re: [rt-users] Re: Auto-opening and notifying tickets.

Jim,

>The transition to open will happen automatically when one of your 
>support staff adds comments or correspondence (i.e., when they reply to

>the mail that they get from RT when the ticket was created).

But this was another of the problems, when a ticket was created, it
notified the sender but failed to notify any of the staff so they would
have to log in via the web interface to even see that a customer had
contacted us.

Thanks,
Chris



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