It sounds like you should define watchers for your support queue, and
enable/create a scrip so that <on create>, <notify Ccs> with template
<Global template: Autoreply> or something like that.
[EMAIL PROTECTED] wrote on 09/08/2008 03:49:45:
> We maintain several support@ email addresses, which at the moment get
> sent via distribution lists to our various support people. We wish to
> transition from this setup, to hopefully, an RT setup.
>
> In order to this, we would like the ability to have a copy of each
> ticket/response forwarded to an address AFTER the ticket/response has
> been added to the queue.
>
> eg. Customer Tim sends "help me" to [EMAIL PROTECTED]
> The following ticket "[mydomain.com #12345] help me" is created, and a
> copy of this ticket is emailed to [EMAIL PROTECTED] (WITH the
> modified subject)
>
> This way, anyone who receives "[EMAIL PROTECTED]", if they were
> to reply to this email (and cc the reply back to [EMAIL PROTECTED])
> .. then the reply will get linked to the appropriate ticket.
>
> Ultimately, when everyone is comfortable with using the new RT system,
> they can be removed from the "[EMAIL PROTECTED]" list, and use
> the web interface instead.
>
> Thanking anyone kindly for any assistance they can give in advance. :)
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