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

[Gene LeDuc]

Yes, that's how it works.  If there is a queue template with the same name 
as the global template, the scrip will use that instead of the global for 
that queue only.  It will use the global template for all queues that do 
not have their own "local" template.  It's a clever implementation.

Gene

At 08:44 AM 5/6/2009, Bernhard Hansbauer wrote:
>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
><mailto:bernhard.hansbauer at greentube.com>bernhard.hansbauer at greentube.com
>-------------------------
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>A-1060 Wien
>FN 197003k, HG Wien
>
>Tel: +43 1 494 50 56 - 30
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-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University 
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