[rt-users] 2 emails 2 different responses

Gene LeDuc gleduc at mail.sdsu.edu
Wed Nov 7 14:32:56 EST 2007

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.


At 11:11 AM 11/7/2007, Candelario, Bill wrote:
>Content-class: urn:content-classes:message
>Content-Type: multipart/alternative;
>         boundary="----_=_NextPart_001_01C82172.1698522E"
>Thank you, Gene, Tim, and Jurgen for your help.
>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.
>From: rt-users-bounces at lists.bestpractical.com 
>[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Candelario, Bill
>Sent: Wednesday, November 07, 2007 11:33 AM
>To: Gene LeDuc
>Cc: rt-users at lists.bestpractical.com
>Subject: RE: [rt-users] 2 emails 2 different responses
>You understood correctly.  I'm working on what you had suggested 
>below.  Thanks.
>From: Gene LeDuc [mailto:gleduc at mail.sdsu.edu]
>Sent: Wednesday, November 07, 2007 11:31 AM
>To: Candelario, Bill
>Cc: rt-users at lists.bestpractical.com
>Subject: Re: [rt-users] 2 emails 2 different responses
>Hi Bill,
>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.
>If I misunderstood your question, please clarify it.
>At 08:12 AM 11/7/2007, Candelario, Bill wrote:
>I'm fairly new to RT code structure and am having a difficult time trying 
>to figure this out.
>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.
>For example, if <mailto:test1 at test.com>test1 at test.com is sent an email 
>then they get the test1 auto response.  If 
><mailto:test2 at test.com>test2 at test.com is sent an email then they get the 
>test2 auto response.
>Hopefully it's an easy thing to configure.
>Gene LeDuc, GSEC
>Security Analyst
>San Diego State University
>If you sign up for a new RT support contract before December 31, we'll take
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Gene LeDuc, GSEC
Security Analyst
San Diego State University 
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