[rt-users] default autoreply unless defined per queue - possible?

Gene LeDuc gleduc at mail.sdsu.edu
Thu Apr 30 12:10:28 EDT 2009

As Ruslan pointed out earlier, creating an Autoreply template in the queue 
overrides the global template.  RT checks first for a queue template and 
uses it if one is found, otherwise it uses the global template of the same 
name.  No need to delete or create scrips in this case.

At 03:31 AM 4/30/2009, Andraz Sraka wrote:
>On Thu, 2009-04-30 at 09:21 +0200, Bernhard Hansbauer wrote:
> > using RT 3.8.2 with RTFM 2.4.0
> > as mentioned in the subject, i wonder if it's possible to have a
> > default autoreply on ticket creation, _unless_ there is an autoreply
> > defined in the queue. any hint greatly appreciated,
>Delete "Autoreply To Requestors" script in global scripts and define a
>new custom one:
>Condition: User Defined
>Action: Autoreply to Requestor
>Template: Global template: Autoreply
>Stage: TransactionCreate
>Custom condition:
>   return($self->TransactionObj->Type eq "Create" &&
>         $self->TicketObj->QueueObj->Name ne "XXXXX" )
>XXXX - is your defined queue name
>For XXX queue you need to create new script defined in queue for example
>to sends out different custom reply.
>I hope it helps.
>  Andraz

Gene LeDuc, GSEC
Security Analyst
San Diego State University 

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