Hi again all, Another question related to emails came up as we tested RT just now. My coworker emailed in his ticket, and it got created. I went into the website, set myself as the owner, 'rejected' the ticket, and wrote a text reply. I expected him to get an email telling him my reply and all the updates to his ticket; instead, he got an email with only my reply.
In general, for our use case, it would be best for emails to include any changes to the status of the ticket in question along with any text written by anyone working on the ticket. For instance, Joe might send a reply saying "I took care of this", but he didn't close the ticket. John gets that email, since he's on the ticket too, and he sees that the status is still 'open' or 'new', so he knows to go in and close it. Or John takes ownership of the ticket, but doesn't write anything. This should still generate a message to Joe showing that John is now the owner. That kind of thing. Is there a setting to enable such information/notifications, or will I have to modify the templates and scripts? -- Alex Hall Automatic Distributors, IT department ah...@autodist.com
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