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

[Bernhard Hansbauer]

Hi,

still not lucky so far, also due to a complete different approach before,
and just to get that right - will the following solve this task?

1. create a global script for autoreplies:
    Description: Autoreply
    Condition: On Create
    Action: Automatic Answer to client
    Template: Autoreply
    Phase: TransactionCreate

no other conditions, code or whatever

2. create a global template named "Autoreply"

3. in queues where necessary, create a template called "Autoreply" as well

will this be enough to use the queue template instead of the global 
template for an autoreply?

thanks a lot,

bernhard


Gene LeDuc schrieb:
> 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:
>> re
>>
>> 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.
>>
>> regards,
>>  Andraz
>
>

-- 
Bernhard Hansbauer
System Administrator
bernhard.hansbauer at greentube.com
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Tel: +43 1 494 50 56 - 30
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