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<font size="-1"><font face="Arial">Hi,<br>
<br>
still not lucky so far, also due to a complete different approach
before,<br>
and just to get that right - will the following solve this task?<br>
<br>
1. create a global script for autoreplies: <br>
Description: Autoreply<br>
Condition: On Create<br>
Action: Automatic Answer to client<br>
Template: Autoreply<br>
Phase: TransactionCreate<br>
<br>
no other conditions, code or whatever<br>
<br>
2. create a global template named "Autoreply"<br>
<br>
3. in queues where necessary, create a template called "Autoreply" as
well<br>
<br>
will this be enough to use the queue template instead of the global
template for an autoreply?<br>
<br>
thanks a lot,<br>
<br>
bernhard<br>
<br>
</font></font><br>
Gene LeDuc schrieb:
<blockquote cite="mid:6.2.1.2.2.20090430090525.02d01e70@mail.sdsu.edu"
type="cite">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.
<br>
<br>
At 03:31 AM 4/30/2009, Andraz Sraka wrote:
<br>
<blockquote type="cite">re
<br>
<br>
On Thu, 2009-04-30 at 09:21 +0200, Bernhard Hansbauer wrote:
<br>
<br>
> using RT 3.8.2 with RTFM 2.4.0
<br>
> as mentioned in the subject, i wonder if it's possible to have a
<br>
> default autoreply on ticket creation, _unless_ there is an
autoreply
<br>
> defined in the queue. any hint greatly appreciated,
<br>
<br>
Delete "Autoreply To Requestors" script in global scripts and define a
<br>
new custom one:
<br>
<br>
Condition: User Defined
<br>
Action: Autoreply to Requestor
<br>
Template: Global template: Autoreply
<br>
Stage: TransactionCreate
<br>
<br>
Custom condition:
<br>
return($self->TransactionObj->Type eq "Create" &&
<br>
$self->TicketObj->QueueObj->Name ne "XXXXX" )
<br>
<br>
XXXX - is your defined queue name
<br>
<br>
For XXX queue you need to create new script defined in queue for
example
<br>
to sends out different custom reply.
<br>
<br>
I hope it helps.
<br>
<br>
regards,
<br>
Andraz
<br>
</blockquote>
<br>
<br>
</blockquote>
<br>
<pre class="moz-signature" cols="72">--
Bernhard Hansbauer
System Administrator
<a class="moz-txt-link-abbreviated" href="mailto:bernhard.hansbauer@greentube.com">bernhard.hansbauer@greentube.com</a>
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