Re: [rt-users] default autoreply unless defined per queue - possible?
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 X ) - 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 bernhard.hansba...@greentube.com - 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 - 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. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] default autoreply unless defined per queue - possible?
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 X ) - 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:bernhard.hansba...@greentube.combernhard.hansba...@greentube.com - 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.comhttp://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: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] default autoreply unless defined per queue - possible?
hello everyone, 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, greetings bernhard ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] default autoreply unless defined per queue - possible?
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 X ) - 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 -- Humppa all the way! signature.asc Description: This is a digitally signed message part ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] default autoreply unless defined per queue - possible?
Global template 'Autoreply' template is default. Define 'Autoreply' template in a queue and you'll have custom. Read http://wiki.bestpractical.com/view/Template . On Thu, Apr 30, 2009 at 11:21 AM, Bernhard Hansbauer bernhard.hansba...@greentube.com wrote: hello everyone, 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, greetings bernhard ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Best regards, Ruslan. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] default autoreply unless defined per queue - possible?
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 X ) - 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 -- 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: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
