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</o:shapelayout></xml><![endif]--></head><body lang=EN-AU link=blue vlink=purple><div class=WordSection1><p class=MsoNormal><span style='font-size:10.0pt'>Hi Joanne,<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt'>I’m sure there is a much better way to do this, but the following worked for me:<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt'><o:p> </o:p></span></p><p class=MsoListParagraph style='text-indent:-18.0pt;mso-list:l0 level1 lfo1'><![if !supportLists]><span style='font-size:10.0pt'><span style='mso-list:Ignore'>1.<span style='font:7.0pt "Times New Roman"'> </span></span></span><![endif]><span style='font-size:10.0pt'>Modify the scrip that is responsible for doing the autoreply. In our case this is the global scrip “User Defined Autoreply To Requestors”<o:p></o:p></span></p><p class=MsoListParagraph style='text-indent:-18.0pt;mso-list:l0 level1 lfo1'><![if !supportLists]><span style='font-size:10.0pt'><span style='mso-list:Ignore'>2.<span style='font:7.0pt "Times New Roman"'> </span></span></span><![endif]><span style='font-size:10.0pt'>Add a user defined custom condition. Ours looks like:<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt'><o:p> </o:p></span></p><p class=MsoNormal style='margin-left:18.0pt'><span style='font-size:10.0pt'># Dont do anything if queue is Octopus<o:p></o:p></span></p><p class=MsoNormal style='margin-left:18.0pt'><span style='font-size:10.0pt'>my $QueueName = "octopussupport";<o:p></o:p></span></p><p class=MsoNormal style='margin-left:18.0pt'><span style='font-size:10.0pt'>return 0 if $self->TicketObj->QueueObj->Name eq $QueueName;<o:p></o:p></span></p><p class=MsoNormal style='margin-left:18.0pt'><span style='font-size:10.0pt'># Dont do anything if queue is Custom Support<o:p></o:p></span></p><p class=MsoNormal style='margin-left:18.0pt'><span style='font-size:10.0pt'>my $QueueName = "customsupport";<o:p></o:p></span></p><p class=MsoNormal style='margin-left:18.0pt'><span style='font-size:10.0pt'>return 0 if $self->TicketObj->QueueObj->Name eq $QueueName;<o:p></o:p></span></p><p class=MsoNormal style='margin-left:18.0pt'><span style='font-size:10.0pt'># Check if this for the Create Action<o:p></o:p></span></p><p class=MsoNormal style='margin-left:18.0pt'><span style='font-size:10.0pt'>return 1 if $self->TransactionObj->Type eq 'Create';<o:p></o:p></span></p><p class=MsoNormal style='margin-left:18.0pt'><span style='font-size:10.0pt'>return 0;<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt'>This means that if it is for the Octopus or Custom Queue that it does not follow the regular create action (returning 0 instead of 1). This means that you don’t get the correspond / template response.<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt'><o:p> </o:p></span></p><p class=MsoListParagraph style='text-indent:-18.0pt;mso-list:l0 level1 lfo1'><![if !supportLists]><span style='font-size:10.0pt'><span style='mso-list:Ignore'>3.<span style='font:7.0pt "Times New Roman"'> </span></span></span><![endif]><span style='font-size:10.0pt'>Create a template with the response that you want, that you will use in the next step (e.g. “customqueueautoreplytemplate”)<o:p></o:p></span></p><p class=MsoListParagraph style='text-indent:-18.0pt;mso-list:l0 level1 lfo1'><![if !supportLists]><span style='font-size:10.0pt'><span style='mso-list:Ignore'>4.<span style='font:7.0pt "Times New Roman"'> </span></span></span><![endif]><span style='font-size:10.0pt'>You then need to create a custom scrip that applies just to that queue. For example, create a scrip that applies only to the “custom queue”<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt'>Description: customoncreate<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt'>Condition: On Create<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt'>Action: Auto Reply to Requestors<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt'>Template: customqueueautoreplytemplate<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt'>Stage: TransactionCreate<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt'>If there is a more elegant way of doing this then please let me know. This works OK because there are a low number of exceptions. If you had hundreds of queues, and different handling for each queue then I think it would make more sense to disable the default global scrips and instead code it on a per queue basis…<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;color:black;mso-fareast-language:EN-AU'>Regards,<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;color:black;mso-fareast-language:EN-AU'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;color:black;mso-fareast-language:EN-AU'>Chris Herrmann<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;color:black;mso-fareast-language:EN-AU'>Far Edge Technology<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;color:black;mso-fareast-language:EN-AU'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;color:black;mso-fareast-language:EN-AU'>p. 02 84251400<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;color:black;mso-fareast-language:EN-AU'>m. 0403 393309<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;color:black;mso-fareast-language:EN-AU'><a href="http://www.faredge.com.au"><span style='color:blue'>http://www.faredge.com.au</span></a> <o:p></o:p></span></p><p class=MsoNormal><o:p> </o:p></p></div></body></html>