Current System:

SDP On Prem v14.504

We would like to be able to do a couple of different things with Reply templates.

1) Reply templates for Requesters instead of Technicians.  For instance, if the person is not a Technician, they have a different template(s).  The To field is populated with the Technician assigned and not the Requester.

2) All of our templates have a signature line that is able to use the $Technician variable.  This variable only recognizes the technician assigned.   Is there a way to insert the user sending the reply (Technician or User) instead of a static variable?

Thanks!

Cathy