[Rt-commit] rt branch, 4.4/queue-template-doc, created. rt-4.4.1-440-gcdaa1e8

Shawn Moore shawn at bestpractical.com
Thu Jul 13 12:47:43 EDT 2017


The branch, 4.4/queue-template-doc has been created
        at  cdaa1e83ebbd2caba764f492f992c26509b721a4 (commit)

- Log -----------------------------------------------------------------
commit cdaa1e83ebbd2caba764f492f992c26509b721a4
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..4e1dfb0 100644
--- a/docs/customizing/templates.pod
+++ b/docs/customizing/templates.pod
@@ -170,5 +170,23 @@ 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.
+
+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
+
 =cut
 

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