<html>
<body>
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.<br><br>
Gene<br><br>
At 08:44 AM 5/6/2009, Bernhard Hansbauer wrote:<br>
<blockquote type=cite class=cite cite=""><font size=2>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><br>
Gene LeDuc schrieb: <br>
<blockquote type=cite class=cite 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 class=cite 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 </blockquote><br>
</blockquote><br><br>
<pre>--
Bernhard Hansbauer
System Administrator
<a href="mailto:bernhard.hansbauer@greentube.com">
bernhard.hansbauer@greentube.com</a>
-------------------------
Greentube I.E.S. AG
Mariahilfer Straße 47/1/102
A-1060 Wien
FN 197003k, HG Wien
Tel: +43 1 494 50 56 - 30
<a href="http://www.greentube.com">http://www.greentube.com</a>
-------------------------
------------------------------------
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.</pre><font face="Courier New, Courier"></blockquote>
<x-sigsep><p></x-sigsep>
<br>
-- <br>
Gene LeDuc, GSEC<br>
Security Analyst<br>
San Diego State University</font></body>
</html>