[rt-users] 2 emails 2 different responses

[Candelario, Bill]

Will do for future Global scripts.  I forgot that option was there.

 

Thanks again.

 

________________________________

From: Gene LeDuc [mailto:gleduc at mail.sdsu.edu] 
Sent: Wednesday, November 07, 2007 2:33 PM
To: Candelario, Bill
Cc: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] 2 emails 2 different responses

 

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.

Regards,
Gene

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
<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
<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.

Regards,
Gene

At 08:12 AM 11/7/2007, Candelario, Bill wrote:
Hi,
 
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 test1 at test.com is sent an email then they get the test1
auto response.  If test2 at test.com is sent an email then they get the
test2 auto response.  
 
Hopefully it's an easy thing to configure.
 
Thanks.
 
Bill


-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University
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