[rt-users] CannedReplies on Create

[Todd Chapman]

We have an OnCreate scrip that looks a fields in the incoming email and if
configured to do so loads the body of an RTFM acticle, sends it to the
requestor and closes the ticket. The article instructs the user to reply to
the ticket if it didn't answer their question, that way the ticket will be
re-opened for inspection by a human. It has saved us months of work.

-Todd

On 12/14/07, Drew Barnes <barnesaw at ucrwcu.rwc.uc.edu> wrote:
>
> The CannedReplies callback has done wonders for our staff with regards
> to frequent requests, whether it be for temporary admin rights to
> install software updates or when a better computer comes available,
> allowing us to notify possible recipients.
>
> The question that has been posed to me (and I have bald spots from
> trying this out) is if the CannedReplies can be instituted on ticket
> creation, rather than on update.
>
> Any thoughts or ideas to kick me in the right direction?
>
> Drew
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
>
> If you sign up for a new RT support contract before December 31, we'll
> take
> up to 20 percent off the price. This sale won't last long, so get in touch
> today.
>     Email us at sales at bestpractical.com or call us at +1 617 812 0745.
>
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20071214/50c11bcf/attachment.htm>