[rt-users] RE: Initiating a ticket

[Adolfo Santiago]

Bill, et al:

I'm starting to implement this (great suggestion, by the way!).  One of the
steps in the documentation is to "Create the following records in your
ScripConditions table".  Does this mean I need to go directly into the RT3
database and manually add new records to the appropriate table?

Thanks!

Chago


> -----Original Message-----
> From: bill at daze.net [mailto:bill at daze.net]
> Sent: Friday, February 13, 2004 2:57 PM
> To: rt-users at lists.bestpractical.com
> Cc: Adolfo Santiago
> Subject: Re: Initiating a ticket
>
>
> > That did the trick!  Basically:
> >
> > - Create a ticket with no requestor (this keeps it from
> autoreplying); add a
> > description of what the issue is.
> > - Change the ticket's requestor to the customer's e-mail address.
> > - Enter a "reply" that contains the original message to be sent out.
>
> That is what we have been doing for the last year.  But no more.  I just
> got around to installing the AnyTransactionSource ScripCondition and now I
> can do exactly what you wanted:
>
> - Create a ticket with the requestor set to the customer's e-mail address;
> specify the subject and enter your message.
>
> The Scrip will send the correspondence to the requestor upon ticket
> creation.  This eliminates the other steps you and others have specified.
>
> I have documented the process in the RTWiki at
> http://wiki.bestpractical.com/cgi-bin/index.cgi?AnyTransactionSource
>
> Enjoy!
>
> - Bill Gerrard
>
>
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