On Monday, August 23, 2004 1:24 PM
Marc Schlaile <[EMAIL PROTECTED]> wrote:
> $Self->{ResponseFormat} = '$Data{"Salutation"} [...] ';
> which allows me to format the response. but how do I find out which
> of the response templates the agent has chosen?
Simply look inside the ticket history. Read the answer the agent has
_written_ - that's what s/he does. The response templates simply get
inserted into the body of a new mail.
> $Self->{EmailDefaultNewNextState} = 'pending auto +';
> $Self->{DefaultNextComposeType} = 'pending auto +';
They should possibly read:
$Self->{EmailDefaultNewNextState} = 'pending auto close+';
$Self->{DefaultNextComposeType} = 'pending auto close+';
hth,
Robert Kehl
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