> Ahh, it must have been from the book then: > > Description: On Correspond Open Ticket > Condition: On Correspond > Action: Open Tickets > Template: Blank #Use Transaction if you want notification > Stage: TransactionCreate > > That should do it.
I am even more confused than ever now. That scrip is there by default, but checking the logs after I reply to a 'ticket creation' email, that scrip isnt invoked at all. When a requestor sends an email to create a ticket the first scrip that runs is: Description: On Create Notify ALL Users Condition: On Create Action: Notify Other Recipients Template: Global Template: Notify Users Stage: TransactionCreate The template is just a simple message to a shared mailbox: To: [email protected] Subject: New Ticket: {$Ticket->Subject} A New Ticket has been created in the Client Support Queue. If you would like to take ownership of this ticket, reply to this email with the word "take" in the body. ... so if a user replies to that email, I want to set that user as the owner and send the {$Ticket->Transactions->First->Content} out to that user, so they can begin working on it. The only piece that I cannot seem to figure out is how to have the On Correspond scrip look at the email address, and match that to a user in RT so that I can assign them as the owner of this ticket. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
