<html xmlns:v="urn:schemas-microsoft-com:vml" xmlns:o="urn:schemas-microsoft-com:office:office" xmlns:w="urn:schemas-microsoft-com:office:word" xmlns:st1="urn:schemas-microsoft-com:office:smarttags" xmlns="http://www.w3.org/TR/REC-html40">
<head>
<META HTTP-EQUIV="Content-Type" CONTENT="text/html; charset=us-ascii">
<meta name=Generator content="Microsoft Word 11 (filtered medium)">
<!--[if !mso]>
<style>
v\:* {behavior:url(#default#VML);}
o\:* {behavior:url(#default#VML);}
w\:* {behavior:url(#default#VML);}
.shape {behavior:url(#default#VML);}
</style>
<![endif]--><o:SmartTagType
namespaceuri="urn:schemas-microsoft-com:office:smarttags" name="place"
downloadurl="http://www.5iantlavalamp.com/"/>
<o:SmartTagType namespaceuri="urn:schemas-microsoft-com:office:smarttags"
name="PlaceType"/>
<o:SmartTagType namespaceuri="urn:schemas-microsoft-com:office:smarttags"
name="PlaceName"/>
<o:SmartTagType namespaceuri="urn:schemas-microsoft-com:office:smarttags"
name="PersonName"/>
<!--[if !mso]>
<style>
st1\:*{behavior:url(#default#ieooui) }
</style>
<![endif]-->
<style>
<!--
/* Font Definitions */
@font-face
{font-family:Tahoma;
panose-1:2 11 6 4 3 5 4 4 2 4;}
/* Style Definitions */
p.MsoNormal, li.MsoNormal, div.MsoNormal
{margin:0in;
margin-bottom:.0001pt;
font-size:12.0pt;
font-family:"Times New Roman";}
a:link, span.MsoHyperlink
{color:blue;
text-decoration:underline;}
a:visited, span.MsoHyperlinkFollowed
{color:blue;
text-decoration:underline;}
p
{mso-margin-top-alt:auto;
margin-right:0in;
mso-margin-bottom-alt:auto;
margin-left:0in;
font-size:12.0pt;
font-family:"Times New Roman";}
span.EmailStyle18
{mso-style-type:personal-reply;
font-family:Arial;
color:navy;}
@page Section1
{size:8.5in 11.0in;
margin:1.0in 1.25in 1.0in 1.25in;}
div.Section1
{page:Section1;}
-->
</style>
</head>
<body lang=EN-US link=blue vlink=blue>
<div class=Section1>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'>Will do for future Global scripts. I
forgot that option was there.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'>Thanks again.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'><o:p> </o:p></span></font></p>
<div>
<div class=MsoNormal align=center style='text-align:center'><font size=3
face="Times New Roman"><span style='font-size:12.0pt'>
<hr size=2 width="100%" align=center tabindex=-1>
</span></font></div>
<p class=MsoNormal><b><font size=2 face=Tahoma><span style='font-size:10.0pt;
font-family:Tahoma;font-weight:bold'>From:</span></font></b><font size=2
face=Tahoma><span style='font-size:10.0pt;font-family:Tahoma'> Gene LeDuc
[mailto:gleduc@mail.sdsu.edu] <br>
<b><span style='font-weight:bold'>Sent:</span></b> Wednesday, November 07, 2007
2:33 PM<br>
<b><span style='font-weight:bold'>To:</span></b> <st1:PersonName w:st="on">Candelario,
Bill</st1:PersonName><br>
<b><span style='font-weight:bold'>Cc:</span></b>
rt-users@lists.bestpractical.com<br>
<b><span style='font-weight:bold'>Subject:</span></b> RE: [rt-users] 2 emails 2
different responses</span></font><o:p></o:p></p>
</div>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'>Glad it worked for you, Bill. Rather than deleting Global scrips,
you can just set the "Stage" field of the scrip to
"Disabled" (instead of TransactionCreate). It has the same
result, but now you can go back and look at how the original setup worked at
some point in the future. I ended up disabling all of the Global scrips
and writing my own stuff for each queue, but I have gone back and looked at
some of them since then.<br>
<br>
Regards,<br>
Gene<br>
<br>
At 11:11 AM 11/7/2007, <st1:PersonName w:st="on">Candelario, Bill</st1:PersonName>
wrote:<br>
<br>
<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'>Content-class: urn:content-classes:message<br>
Content-Type: multipart/alternative;<br>
<x-tab> </x-tab>
boundary="----_=_NextPart_001_01C82172.1698522E"<br>
<br>
</span></font><font size=2 color=navy face=Arial><span style='font-size:10.0pt;
font-family:Arial;color:navy'>Thank you, Gene, Tim, and Jurgen for your help.<br>
<br>
I was able to get it to work by setting up different queues and totally moving
away from using the “General” default queue. As Tim had
pointed out, I ended up deleting two scripts on the Global queue to get mine to
work properly.<br>
<o:p></o:p></span></font></p>
<div class=MsoNormal align=center style='text-align:center'><font size=2
color=navy face=Arial><span style='font-size:10.0pt;font-family:Arial;
color:navy'>
<hr size=2 width="100%" align=center>
</span></font></div>
<p class=MsoNormal><b><font size=2 face=Tahoma><span style='font-size:10.0pt;
font-family:Tahoma;font-weight:bold'>From:</span></font></b><font size=2
face=Tahoma><span style='font-size:10.0pt;font-family:Tahoma'>
rt-users-bounces@lists.bestpractical.com [<a
href="mailto:rt-users-bounces@lists.bestpractical.com" eudora=autourl>
mailto:rt-users-bounces@lists.bestpractical.com</a>] <b><span style='font-weight:
bold'>On Behalf Of </span></b><st1:PersonName w:st="on">Candelario, Bill</st1:PersonName><br>
<b><span style='font-weight:bold'>Sent:</span></b> Wednesday, November 07, 2007
11:33 AM<br>
<b><span style='font-weight:bold'>To:</span></b> Gene LeDuc<br>
<b><span style='font-weight:bold'>Cc:</span></b>
rt-users@lists.bestpractical.com<br>
<b><span style='font-weight:bold'>Subject:</span></b> RE: [rt-users] 2 emails 2
different responses<br>
</span></font> <br>
<font size=2 color=navy face=Arial><span style='font-size:10.0pt;font-family:
Arial;color:navy'>You understood correctly. I’m working on what you
had suggested below. Thanks.<br>
<o:p></o:p></span></font></p>
<div class=MsoNormal align=center style='text-align:center'><font size=2
color=navy face=Arial><span style='font-size:10.0pt;font-family:Arial;
color:navy'>
<hr size=2 width="100%" align=center>
</span></font></div>
<p class=MsoNormal><b><font size=2 face=Tahoma><span style='font-size:10.0pt;
font-family:Tahoma;font-weight:bold'>From:</span></font></b><font size=2
face=Tahoma><span style='font-size:10.0pt;font-family:Tahoma'> Gene LeDuc [<a
href="mailto:gleduc@mail.sdsu.edu" eudora=autourl> mailto:gleduc@mail.sdsu.edu</a>]
<br>
<b><span style='font-weight:bold'>Sent:</span></b> Wednesday, November 07, 2007
11:31 AM<br>
<b><span style='font-weight:bold'>To:</span></b> <st1:PersonName w:st="on">Candelario,
Bill</st1:PersonName><br>
<b><span style='font-weight:bold'>Cc:</span></b> rt-users@lists.bestpractical.com<br>
<b><span style='font-weight:bold'>Subject:</span></b> Re: [rt-users] 2 emails 2
different responses<br>
</span></font> <br>
Hi Bill,<br>
<br>
If I understand your situation correctly, you want each of your 2 queues to
send a different autoreply e-mail when a ticket is created. To do that,
just create a new autoreply template in each queue with the text that you want
sent for that queue. A template in a queue overrides a global template of
the same name, so RT will use your queue template instead of the global one.<br>
<br>
If I misunderstood your question, please clarify it.<br>
<br>
Regards,<br>
Gene<br>
<br>
At 08:12 AM 11/7/2007, <st1:PersonName w:st="on">Candelario, Bill</st1:PersonName>
wrote:<br>
<font size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial'>Hi,<br>
<br>
I’m fairly new to RT code structure and am having a difficult time trying
to figure this out.<br>
<br>
I have created 2 separate email address, in which tickets submit perfectly into
RT. What I’m trying to do is create 2 different responses according
to whom the ticket is for. <br>
<br>
For example, if <a href="mailto:test1@test.com">test1@test.com</a> is sent an
email then they get the test1 auto response. If <a
href="mailto:test2@test.com">test2@test.com</a> is sent an email then they get
the test2 auto response. <br>
<br>
Hopefully it’s an easy thing to configure.<br>
<br>
Thanks.<br>
<br>
Bill<br>
</span></font><br>
<br>
-- <br>
Gene LeDuc, GSEC<br>
Security Analyst<br>
<st1:place w:st="on"><st1:PlaceName w:st="on">San Diego</st1:PlaceName> <st1:PlaceType
w:st="on">State</st1:PlaceType> <st1:PlaceType w:st="on">University</st1:PlaceType></st1:place><br>
_______________________________________________<br>
<a href="http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users"
eudora=autourl>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users</a><br>
<br>
SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:<br>
<br>
If you sign up for a new RT support contract before December 31, we'll take<br>
up to 20 percent off the price. This sale won't last long, so get in touch
today. <br>
Email us at sales@bestpractical.com or call us at +1 617 812
0745.<br>
<br>
<br>
Community help: <a href="http://wiki.bestpractical.com/" eudora=autourl>http://wiki.bestpractical.com</a><br>
Commercial support: sales@bestpractical.com<br>
<br>
<br>
Discover RT's hidden secrets with RT Essentials from O'Reilly Media. <br>
Buy a copy at <a href="http://rtbook.bestpractical.com/" eudora=autourl>http://rtbook.bestpractical.com</a>
<o:p></o:p></p>
<p></x-sigsep><font size=3 face="Times New Roman"><span style='font-size:12.0pt'><br>
<x-sigsep>-- <br>
Gene LeDuc, GSEC<br>
Security Analyst<br>
<st1:place w:st="on"><st1:PlaceName w:st="on">San Diego</st1:PlaceName> <st1:PlaceType
w:st="on">State</st1:PlaceType> <st1:PlaceType w:st="on">University</st1:PlaceType></st1:place><o:p></o:p></span></font></p>
</div>
</body>
</html>