[rt-users] Correspondence and Resolved

[Giuseppe Sollazzo]

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Hi there,
we have templates for Correspondence and Resolved, as I guess most
people around here.

The Correspondence template is activated whenever there is a message
sent, whereas the Resolved is sent when the status is changed to
"Resolved".

If I resolve a ticket by adding a message (and selecting "Reply to the
user" rather than commenting), both templates are triggered, so the
user receives a first message with the reply, and a second message
with the "Job closed" message.

The question is: is there any way to intercept this situation and send
just one message?

Thanks,
Giuseppe

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____________________________________

Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsollazz at sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

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