[Rt-commit] rt branch, 4.4/queue-template-doc, created. rt-4.4.1-440-g619cfa6

[Shawn Moore]

The branch, 4.4/queue-template-doc has been created
        at  619cfa6f991bfafb33ba9dc4585fe3a14f75c41b (commit)

- Log -----------------------------------------------------------------
commit 619cfa6f991bfafb33ba9dc4585fe3a14f75c41b
Author: Shawn M Moore <shawn at bestpractical.com>
Date:   Thu Jul 13 16:47:12 2017 +0000

    Document queue template name override

diff --git a/docs/customizing/templates.pod b/docs/customizing/templates.pod
index 331534c..e35bb5d 100644
--- a/docs/customizing/templates.pod
+++ b/docs/customizing/templates.pod
@@ -170,5 +170,28 @@ HTML" template is the same template formatted in HTML. The 4.2 upgrade provides
 a C<switch-templates-to> script to switch all default templates from plain text
 to HTML or the reverse. See the L<UPGRADING-4.2> notes for details.
 
+=head2 Queue-specific template overrides
+
+Each scrip in RT has a template associated with it. When a scrip goes to send
+email (or use its template for some other purpose), it first tries to load a
+queue-level template with that name. If there is no queue-level template, then
+the scrip will continue by loading the global template with that name.
+
+You can take advantage of this to customize your templates for a specific queue
+by creating a queue-level template with the exact same name as a global
+template. For example, you can make an "Autoreply" template for your Security
+queue which has a completely different message. Other queues will continue to
+use the global "Autoreply" template, but for the Security queue, its special
+"Autoreply" override will be used.
+
+One common pattern is to create a I<blank> template, which the "send email"
+action takes as a hint to avoid sending its email. So by creating a blank queue
+template you can "disable" a specific notification, such as Ticket Taken, for
+an individual queue, while still keeping the scrip globally applied to all
+queues.
+
+You can manage queue-specific templates by visiting
+Admin -> Queues -> Select -> ... -> Templates.
+
 =cut
 

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