On Aug 21, 2009, at 9:39 AM 8/21/09, Kenneth Marshall wrote: > Hi Gordon, > > One reason is that certain scip actions can be based on the settings > of particular fields. So you need to first set one field and then > another to produce the correct action. One field we have is whether > or not to send E-mail when a ticket is resolved. To have this work > you first need to set that field and then resolve the ticket. > Otherwise the mail is sent. That is one example but having to re-enter > the basics screen over and over would be clumsy at best.
Yes: basically, it saves you a click. A real-world example: If you are in the comment screen on a ticket, say that the comment you want to leave on that ticket normally gets bcc'ed via email to the 4 admin ccs's for that queue, whose emails are listed under scrips & recipients--but in this instance for some reason you want to notify only 1 admin cc with an email, so you click the checkboxes next to the other 3 people so they won't receive an email. Clicking those boxes only marks their names, though; it does not save the fact that you marked their names. The "Save changes" button saves what you did--the other 3 admin cc's names would be listed as people who would not receive messages--and now you just scroll back up to the textbox and write in your comment (instead of having to reload the comment screen again from the main ticket page). When you press "update" that comment will be sent and bcc'ed to that 1 admin cc only, since that's what you'd saved in the previous step. Please note that the next time you tried to comment on that ticket, your changes would still be in effect since they were saved, so you would have to check the boxes next to the other admin cc's names and press "save changes" again if you wanted to bcc to all 4 of them again. -- Cassandra Phillips-Sears Office Manager Best Practical Solutions, LLC http://www.bestpractical.com _______________________________________________ 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
