[rt-users] including some text, automatically, in Reply's message field

[Kenneth Crocker]

Chris,


	We do that. We built a template that includes statements WE want read 
embedded into the default RT header info (ticket number). We also 
include various ticket data info along with the comments we make when we 
resolve the ticket (or any other change to the ticket status that would 
involve the need for instructions). There's plenty of examples in wiki 
and the RT Essentials book.


Kenn
LBNL

On 2/14/2008 11:45 AM, Chris wrote:
> Hello all,
> 
> I was just wondering if, when replying to a ticket, text can be pulled
> into the message field automatically.  What I'd like to do is include
> the Resolved template's "According to our records..." message in the
> field by default, to state explicitly that the issue is closed, and
> then type in our explanation of the fix manually, and have it go out
> as one consolidated email.  Is that possible?
> 
> Thanks,
> Chris
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