[rt-users] Initiating a ticket

[Josiah Ritchie]

Adolfo Santiago scripted ::

>I need to initiate a ticket with the e-mail address of the requestor being
>that of a customer.  The idea is to begin an exchange with this customer,
>keeping track of each volley.
>
>When I created a ticket, the e-mail address I provided (the customer's)
>received the Autoreply message, as if it had been the customer who initiated
>the conversation.  This is not what I need.
>
>The objective is to send out an e-mail, with a ticket number, initiated by
>me, to the customer's e-mail address, so the message the customer gets is
>the e-mail itself, not the Autoreply.
>
>Is this confusing?  Is it doable?

Seems like what you need to do is rewrite the Autoreply message to your own
default message confirming the receipt of the ticket. Is that what you mean?

JSR/