Hi Filipe,
Your first question is a pretty simple thing to do. Create an e-mail
template in your helpdesk queue that has the text of the e-mail you want
the user to get (make sure you leave the first line of the template
blank). Create a new scrip in the helpdesk queue. Select "On Queue
Change" for Condition. Select "Notify Requestors" for Action. Select the
template you just created for Template. That's it!
If I'm not mistaken, you don't have to do anything for things to work the
way you describe in your second question. As long as the ticket number
stays in the subject line, it should get added to the ticket history when
the external group replies to the e-mail that your helpdesk forwarded.
Regards,
Gene
At 03:13 PM 9/29/2008, Filipe José Silva Clemente wrote:
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
--
Gene LeDuc, GSEC
Security Analyst
San Diego State University
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