Hi, I have a queue called "Entrance" where the RT puts all emails received by my helpdesk email address. This queue doesnt send an automatic ticket ID email to the requestor. I have another queue called helpdesk used for the work team to move tickets from entrance to helpdesk. I want to send an email to the requestor notifying the ticket ID only when my team moves the ticket from the queue entrance to the queue helpdesk. Do u have any acript to do this? Any clues or website links? Another question: My helpdesk team forwards a ticket by email to an external support team. Then i want the external support team to comment the ticket and send it back by email to RT and be added to the ticket history. What is the best way to implement this? TIA, Filipe Clemente Portugal
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