[rt-users] Resolved template with resolved message

[Ext-Ann-Christine.Tapola at nokia.com]

Hi,

When a ticket is resolved a message with the solution is sent to the customer (this works ok), but I would need to have a resolved template in which the solution can be written by the RT-user. So when the RT-user sends the solution to the customer he/she would only need to write the solution, the rest of the email would come from a template.
How can this be done? Does anyone have suggestions for this?

I have RT 3.0.7_01 in use.

The mail sent to the customer could look like this:

Hi,

Your request has been solved.

Solution details:

(here the RT-user could write the solution for the customer)

If you have any further inquiries, please reply to this mail.

- Anki -