[rt-users] Global Scrips & Templates - with 1 Queue Exception

[Björn Schulz]

Hi,

maybe this is helpful
https://github.com/tbrumm/RT-Extension-QueueDeactivatedScrips

cheers,
  Björn

Am 22.02.11 03:21, schrieb Chris Herrmann:
> Hi Joanne,
> 
>  
> 
> I’m sure there is a much better way to do this, but the following worked
> for me:
> 
>  
> 
>  
> 
> 1.      Modify the scrip that is responsible for doing the autoreply. In
> our case this is the global scrip “User Defined Autoreply To Requestors”
> 
> 2.      Add a user defined custom condition. Ours looks like:
> 
>  
> 
> # Dont do anything if queue is Octopus
> 
> my $QueueName = "octopussupport";
> 
> return 0 if $self->TicketObj->QueueObj->Name eq $QueueName;
> 
> # Dont do anything if queue is Custom Support
> 
> my $QueueName = "customsupport";
> 
> return 0 if $self->TicketObj->QueueObj->Name eq $QueueName;
> 
> # Check if this for the Create Action
> 
> return 1 if $self->TransactionObj->Type eq 'Create';
> 
> return 0;
> 
>  
> 
> This means that if it is for the Octopus or Custom Queue that it does
> not follow the regular create action (returning 0 instead of 1). This
> means that you don’t get the correspond / template response.
> 
>  
> 
> 3.      Create a template with the response that you want, that you will
> use in the next step (e.g. “customqueueautoreplytemplate”)
> 
> 4.      You then need to create a custom scrip that applies just to that
> queue. For example, create a scrip that applies only to the “custom queue”
> 
>  
> 
> Description: customoncreate
> 
> Condition: On Create
> 
> Action: Auto Reply to Requestors
> 
> Template: customqueueautoreplytemplate
> 
> Stage: TransactionCreate
> 
>  
> 
> If there is a more elegant way of doing this then please let me know.
> This works OK because there are a low number of exceptions. If you had
> hundreds of queues, and different handling for each queue then I think
> it would make more sense to disable the default global scrips and
> instead code it on a per queue basis…
> 
>  
> 
>  
> 
> Regards,
> 
>  
> 
> Chris Herrmann
> 
> Far Edge Technology
> 
>  
> 
> p. 02 84251400
> 
> m. 0403 393309
> 
> http://www.faredge.com.au  
> 
>  
>