[rt-users] Queue template not available for queue scripts

Alex Hall ahall at autodist.com
Fri Oct 7 11:36:13 EDT 2016

Yes, that would be the ideal solution, and I would dearly love to have
that. From what I've seen so far, and from what people have said on this
list, it doesn't seem like RT can do that. If there's a way, I think
everyone who works at this company would greatly appreciate that knowledge.
I'm not good enough with Perl to delve into a custom email parser or
anything, but do you know of a way or extension that offers this
functionality? Thanks.

On Fri, Oct 7, 2016 at 11:34 AM, Kenneth Marshall <ktm at rice.edu> wrote:

> On Fri, Oct 07, 2016 at 11:24:06AM -0400, Alex Hall wrote:
> > Hello all,
> > I'm kind of jumping around, both trying to update the test RT instance
> and
> > do more with our production instance between other projects, so sorry for
> > seeming to be all over the place with questions.
> >
> > I've been asked to disallow email replies (easily done) but to offer a
> link
> > in the body of email notifications for users to click that will open a
> new
> > email. Essentially, the whole quoted text thing is making everyone so mad
> > they want to force responses to always come from a new message. I made my
> > first attempt at a template for this, but can't seem to assign it to the
> > queue's script.
> >
> > I went to queues > Technology (where I'll be testing this) and created a
> > new template. I saved it, and I see it in the list of queue templates. I
> > then went to Scripts from the same queue, chose a script, and tried to
> pull
> > up my newly made custom template. It is nowhere in the list of templates,
> > though. I see all the stock ones, but the one I just made and which
> appears
> > in the queue templates list fails to appear in the list of templates for
> > scripts.
> >
> > Did I do something wrong, or miss a step? I don't want this to apply to
> all
> > queues until I know it works, so I need to limit it to just one queue.
> Do I
> > have to make my template the same name as a global one, or can I
> customize
> > a script to use my custom template? Thanks.
> >
> > --
> > Alex Hall
> > Automatic Distributors, IT department
> > ahall at autodist.com
> Hi Alex,
> It sounds like you may want to have something in your Email template that
> you send that will set-off the reply in a way that you can filter it on the
> inbound side:
> Then clip the message on the receiving side. That is pretty much what all
> of the systems that I have seen do. It is not my personal preference
> because
> you lose the ability to reference items from a previous update in-line.
> Regards,
> Ken

Alex Hall
Automatic Distributors, IT department
ahall at autodist.com
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