[rt-users] RT 3.6.3; how to have queue-specific scrip override global?

[Gene LeDuc]

Maurice, you want the queue template to have the same name as the global 
template - that's how you can get away with using a single global 
scrip.  When RT is told to use a global template, it checks first to see if 
there's one in the active queue with the same name and, if it finds one, 
uses it instead.

Make sure that you have a blank line as the first line in the template.  If 
you don't, the template probably won't produce anything.

Gene

At 07:47 PM 5/8/2008, Maurice Chung wrote:
>Hi Gene (and Kenneth) -
>
>The global scrip I want to override, executes 'On Create Autoreply To 
>Requestors with template <name_of_our_template>' - which just sends an 
>email on ticket creation.
>
>I created a queue-specific template of the same name as above 
>("<name_of_our_template>") but rather than sending the reply email with 
>the new, local template version, it doesn't send an email at all.
>
>The one thing I'm wondering if it's the problem, is that the name of the 
>global scrip that's being executed (the one referenced in the first 
>paragraph above) has the same name as the template (both global and local) 
>- could this be an issue?
>
>If this doesn't pan out, we may try installing this patch:
>(bottom of page)
>http://page.mi.fu-berlin.de/pape/rt3screenshots/
>
>Thanks again sirs!
>maurice
>ps. Turning off global scrips and reinstating them for each queue except 
>the one, did occur to me, but seemed so inelegant =)  but I guess in the 
>end if I have to go that route, I shall!
>
>
>----- Original Message -----
>From: "Gene LeDuc" <gleduc at mail.sdsu.edu>
>To: "Maurice Chung" <maurice at iparadigms.com>
>Cc: "rt-users" <rt-users at lists.bestpractical.com>
>Sent: Monday, May 5, 2008 9:26:58 AM (GMT-0800) America/Los_Angeles
>Subject: Re: [rt-users] RT 3.6.3; how to have queue-specific scrip 
>override global?
>
>Hi Maurice,
>
>If the global scrip is one that sends e-mail and you just want the to send
>a different e-mail, you can create a template of the same name in your
>queue.  Unlike scrips, queue templates override global templates of the
>same name.
>
>If the global scrip doesn't send e-mail (like "On Correspond Open Tickets
>with template Blank") then you can change the condition of the global scrip
>to User Defined and then put the same condition into the Custom Condition
>area, but with an additional check for the queue you want to ignore.  This
>should work fine for a single queue, but it could become very ugly to
>maintain when you start add queues to your list of ones that particular
>scrips shouldn't apply to.  I ended up disabling all global scrips and
>putting what I needed in each queue.
>
>A nice feature for global scrips would be a way of disabling them for
>specific queues - an exceptions list maybe.
>
>Regards,
>Gene
>
>At 05:17 PM 5/2/2008, Maurice Chung wrote:
> >Hello,
> >
> >We have a queue-specific scrip that we'd like to override a global scrip
> >with the same conditions; I found this patch:
> >http://page.mi.fu-berlin.de/pape/rt3screenshots/
> >but was wondering if there was a way in RT (ver. 3.6.3) that I am not
> >aware of, of doing this?
> >
> >Looked through the RT Wiki pages on scrips but no dice =)
> >
> >Thanks all -
> >maurice


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