Hi Joanne, I'm sure there is a much better way to do this, but the following worked for me:
1. Modify the scrip that is responsible for doing the autoreply. In our case this is the global scrip "User Defined Autoreply To Requestors" 2. Add a user defined custom condition. Ours looks like: # Dont do anything if queue is Octopus my $QueueName = "octopussupport"; return 0 if $self->TicketObj->QueueObj->Name eq $QueueName; # Dont do anything if queue is Custom Support my $QueueName = "customsupport"; return 0 if $self->TicketObj->QueueObj->Name eq $QueueName; # Check if this for the Create Action return 1 if $self->TransactionObj->Type eq 'Create'; return 0; This means that if it is for the Octopus or Custom Queue that it does not follow the regular create action (returning 0 instead of 1). This means that you don't get the correspond / template response. 3. Create a template with the response that you want, that you will use in the next step (e.g. "customqueueautoreplytemplate") 4. You then need to create a custom scrip that applies just to that queue. For example, create a scrip that applies only to the "custom queue" Description: customoncreate Condition: On Create Action: Auto Reply to Requestors Template: customqueueautoreplytemplate Stage: TransactionCreate If there is a more elegant way of doing this then please let me know. This works OK because there are a low number of exceptions. If you had hundreds of queues, and different handling for each queue then I think it would make more sense to disable the default global scrips and instead code it on a per queue basis... Regards, Chris Herrmann Far Edge Technology p. 02 84251400 m. 0403 393309 http://www.faredge.com.au
