[rt-users] Just a question about proper sequence of operations

[Todd Chapman]

Update Ticket.

Save Changes applies to the mail squelching section.

-Todd

On Tue, May 30, 2006 at 01:57:48PM -0400, John  Boris wrote:
> We are very new at using RT(3.4.5 on fedora Core 4) and I have a
> question on actually how to handle things. When I receive a telephone
> request (We are slowly moving away from that type of request) I enter it
> into RT by creating a ticket in the proper Queue changing the requestor
> from me to the person who placed the call.  this gets assigned to nobody
> or to the person that is assigned the queue. When I work on the ticket I
> take ownership of it and I want to send a reply to the requester about
> the progress of the request. When I click on the Reply button and create
> a reply do I click on the Update Ticket or Save changes. What I am
> trying to do is to record my reply in RT and have RT send out the reply.
> What I had to do was click on the Reply link that is in the original
> message (not the reply link at the top of the Display where it says
> Reply take resolve etc). Then the reply gets logged and an outgoing
> email is sent.  I am not sure why there are two buttons on the screen
> (Update Ticket and Save Changes). It is confusing.
> 
> I want to update the ticket but also notify the requestor.
> 
> TIA
> 
> 
> John J. Boris, Sr.
> JEN-A-SyS Administrator
> Archdiocese of Philadelphia
> 
> "Remember! That light at the end of the tunnel
> Just might be the headlight of an oncoming train!"
> 
> 
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