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!" _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html