Yes, that's how it works. If there is a queue template with the same name
as the global template, the scrip will use that instead of the global for
that queue only. It will use the global template for all queues that do
not have their own "local" template. It's a clever implementation.
Gene
At 08:44 AM 5/6/2009, Bernhard Hansbauer wrote:
Hi,
still not lucky so far, also due to a complete different approach before,
and just to get that right - will the following solve this task?
1. create a global script for autoreplies:
Description: Autoreply
Condition: On Create
Action: Automatic Answer to client
Template: Autoreply
Phase: TransactionCreate
no other conditions, code or whatever
2. create a global template named "Autoreply"
3. in queues where necessary, create a template called "Autoreply" as well
will this be enough to use the queue template instead of the global
template for an autoreply?
thanks a lot,
bernhard
Gene LeDuc schrieb:
As Ruslan pointed out earlier, creating an Autoreply template in the
queue overrides the global template. RT checks first for a queue
template and uses it if one is found, otherwise it uses the global
template of the same name. No need to delete or create scrips in this case.
At 03:31 AM 4/30/2009, Andraz Sraka wrote:
re
On Thu, 2009-04-30 at 09:21 +0200, Bernhard Hansbauer wrote:
> using RT 3.8.2 with RTFM 2.4.0
> as mentioned in the subject, i wonder if it's possible to have a
> default autoreply on ticket creation, _unless_ there is an autoreply
> defined in the queue. any hint greatly appreciated,
Delete "Autoreply To Requestors" script in global scripts and define a
new custom one:
Condition: User Defined
Action: Autoreply to Requestor
Template: Global template: Autoreply
Stage: TransactionCreate
Custom condition:
return($self->TransactionObj->Type eq "Create" &&
$self->TicketObj->QueueObj->Name ne "XXXXX" )
XXXX - is your defined queue name
For XXX queue you need to create new script defined in queue for example
to sends out different custom reply.
I hope it helps.
regards,
Andraz
--
Bernhard Hansbauer
System Administrator
<mailto:[email protected]>[email protected]
-------------------------
Greentube I.E.S. AG
Mariahilfer Straße 47/1/102
A-1060 Wien
FN 197003k, HG Wien
Tel: +43 1 494 50 56 - 30
<http://www.greentube.com>http://www.greentube.com
-------------------------
------------------------------------
Internet Email Confidentiality Footer
------------------------------------
Privileged/confidential information may be contained in this message. If
you are not the addressee indicated in this message (or responsible for
delivery of the message to this person), you may not copy or deliver this
message to anyone. In such a case, you should destroy this message and
kindly notify the sender by replying. Please make it known immediately f
you or your employer does not consent to the medium of e-mail for messages
of this kind. Opinions, conclusions and other information in this message
that do not relate to the official business of my firm shall be understood
as neither given nor endorsed by it.
--
Gene LeDuc, GSEC
Security Analyst
San Diego State University
_______________________________________________
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
