[rt-users] Global scrips/templates vs queue specific scrips/templates

Gene LeDuc gleduc at mail.sdsu.edu
Thu Jul 31 11:38:15 EDT 2008

Hi Jason,

Unless things have changed radically between 3.6.5 and 3.8, if a global 
scrip is enabled it will always run when the trigger conditions are met; 
you can't turn a global scrip off for specific queues.

Templates work differently, though.  A global template (like Autoreply) can 
be overridden in a queue by creating a template in the queue with the same 
name as the global template.  RT will see the template in the queue and use 
it instead of the corresponding global template.


At 08:19 AM 7/31/2008, Jason Doran wrote:
>RT has global scrips that apply to all queues. Is there a way to leave
>these scripts completely alone and simply to stop a global script from
>running on a specific queue?
>For example we have the following global scrip:-
>Description:    On Create Autoreply To Requestors
>Condition:      On Create
>Action: Autoreply to Requestors
>Template:       Global template: Autoreply
>Stage: Transaction Create
>Suppose I have a queue that I want a slightly different Autoreply on.
>How do I set things up so that all other queues get the standard
>Autoreply, but a specific queue gets a different scrip/template only.
>At the moment I get *two* emails when I submit to this other queue.
>One from the global script/template and a  queue specific one.
>Is this even possible or is there a better way to do this? I know I
>could disable the global script, but then I would have to have an
>Autoreply setup for all other queues. Any help or just some pointers
>would be great.
>I am still getting my head around how RT works and I don't want to
>make silly workflow decisions before rolling this out.
>Jason Doran,
>National University of Ireland, Maynooth
>Community help: http://wiki.bestpractical.com
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Gene LeDuc, GSEC
Security Analyst
San Diego State University 

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