On Wed, Oct 20, 2010 at 05:27:51PM +0100, Howard Jones wrote: > 1) Add a new action, Claim, that will do the same as Take, but only if > the ticket is not owned and otherwise tell the claiming user that Joe is > already dealing with it.
Take should actually work that way. It won't steal the ticket if someone else already has it. > 2) Add a link to Claim in the Watcher mail so that people can 'get a > lock' on a ticket before investigating and replying. > > I think I can manage 1 with no problem, but I don't follow where I can > create a template that is used specifically for 'Watcher-notification' > e-mails. Is this possible? Is it actually a different template than the > one used for normal transactions? (or can it be?) Check your Configuration -> GLobal -> Scrips for the templates being used. -kevin
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