Hi,
I’m fairly new to RT code structure and am having a difficult time
trying to figure this out.
I have created 2 separate email address, in which tickets submit
perfectly into RT. What I’m trying to do is create 2 different
responses according to whom the ticket is for.
For example, if test1@test.com is sent an email then they get the test1
auto response. If test2@test.com is sent an email then they get the
test2 auto response.
Hopefully it’s an easy thing to configure.
Thanks.
Bill
I have created 2 separate email address, in which tickets submit
perfectly into RT. What I’m trying to do is create 2 different
responses according to whom the ticket is for.For example, if test1@test.com is sent an email then they get the test1
auto response. If test2@test.com is sent an email then they get the
test2 auto response.
Hey Bill,
If your two separate email addresses are feeding into separate queues in RT, then you’re all set. You’ll need override the global autoresponse template by creating a custom one in each of the queues. In my RT setup I have queues that serve very different purposes, and I’ve found that I end up using very few of the global scrips or templates. I almost always need to create a custom set for each queue in order to help create the workflow that I need.
-Tim
Tim Wilson, Director of Technology
Buffalo-Hanover-Montrose Schools
214 1st Ave NE Buffalo, MN 55313
ph: 763.682.8740 fax: 763.682.8743 http://www.buffalo.k12.mn.us
Hi Bill,
If I understand your situation correctly, you want each of your 2 queues to
send a different autoreply e-mail when a ticket is created. To do that,
just create a new autoreply template in each queue with the text that you
want sent for that queue. A template in a queue overrides a global
template of the same name, so RT will use your queue template instead of
the global one.
If I misunderstood your question, please clarify it.
Regards,
Gene
At 08:12 AM 11/7/2007, Candelario, Bill wrote:
Hi,
I’m fairly new to RT code structure and am having a difficult time trying
to figure this out.I have created 2 separate email address, in which tickets submit perfectly
into RT. What I’m trying to do is create 2 different responses according
to whom the ticket is for.For example, if mailto:test1@test.comtest1@test.com is sent an email
then they get the test1 auto response. If
mailto:test2@test.comtest2@test.com is sent an email then they get the
test2 auto response.Hopefully it’s an easy thing to configure.
Thanks.
Bill
Gene LeDuc, GSEC
Security Analyst
San Diego State University
You understood correctly. I’m working on what you had suggested below.
Thanks.From: Gene LeDuc [mailto:gleduc@mail.sdsu.edu]
Sent: Wednesday, November 07, 2007 11:31 AM
To: Candelario, Bill
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] 2 emails 2 different responses
Hi Bill,
If I understand your situation correctly, you want each of your 2 queues
to send a different autoreply e-mail when a ticket is created. To do
that, just create a new autoreply template in each queue with the text
that you want sent for that queue. A template in a queue overrides a
global template of the same name, so RT will use your queue template
instead of the global one.
If I misunderstood your question, please clarify it.
Regards,
Gene
At 08:12 AM 11/7/2007, Candelario, Bill wrote:
Hi,
I’m fairly new to RT code structure and am having a difficult time
trying to figure this out.
I have created 2 separate email address, in which tickets submit
perfectly into RT. What I’m trying to do is create 2 different
responses according to whom the ticket is for.
For example, if test1@test.com is sent an email then they get the test1
auto response. If test2@test.com is sent an email then they get the
test2 auto response.
Hopefully it’s an easy thing to configure.
Thanks.
Bill
Gene LeDuc, GSEC
Security Analyst
San Diego State University
Bill,
As an addendum to what Gene and others have told you, if you are going
to alter the subject line for each queue template, then MAKE SURE that
there is a blank line between the “Subject” line and the body. I didn’t
realise this when I started customizing templates and spend forever
trying to figure it out. It IS mentioned here and there in the wiki but
not always easy to see. Hope this helps.
Kenn
LBNLOn 11/7/2007 8:32 AM, Candelario, Bill wrote:
You understood correctly. I�m working on what you had suggested below.
Thanks.
From: Gene LeDuc [mailto:gleduc@mail.sdsu.edu]
Sent: Wednesday, November 07, 2007 11:31 AM
To: Candelario, Bill
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] 2 emails 2 different responsesHi Bill,
If I understand your situation correctly, you want each of your 2 queues
to send a different autoreply e-mail when a ticket is created. To do
that, just create a new autoreply template in each queue with the text
that you want sent for that queue. A template in a queue overrides a
global template of the same name, so RT will use your queue template
instead of the global one.If I misunderstood your question, please clarify it.
Regards,
GeneAt 08:12 AM 11/7/2007, Candelario, Bill wrote:
Hi,
I�m fairly new to RT code structure and am having a difficult time
trying to figure this out.I have created 2 separate email address, in which tickets submit
perfectly into RT. What I�m trying to do is create 2 different
responses according to whom the ticket is for.For example, if test1@test.com mailto:test1@test.com is sent an email
then they get the test1 auto response. If test2@test.com
mailto:test2@test.com is sent an email then they get the test2 auto
response.Hopefully it�s an easy thing to configure.
Thanks.
Bill
–
Gene LeDuc, GSEC
Security Analyst
San Diego State University
SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
If you sign up for a new RT support contract before December 31, we’ll take
up to 20 percent off the price. This sale won’t last long, so get in touch today.
Email us at sales@bestpractical.com or call us at +1 617 812 0745.Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.comDiscover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Thank you, Gene, Tim, and Jurgen for your help.
I was able to get it to work by setting up different queues and totally
moving away from using the “General” default queue. As Tim had pointed
out, I ended up deleting two scripts on the Global queue to get mine to
work properly.From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of
Candelario, Bill
Sent: Wednesday, November 07, 2007 11:33 AM
To: Gene LeDuc
Cc: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] 2 emails 2 different responses
You understood correctly. I’m working on what you had suggested below.
Thanks.
From: Gene LeDuc [mailto:gleduc@mail.sdsu.edu]
Sent: Wednesday, November 07, 2007 11:31 AM
To: Candelario, Bill
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] 2 emails 2 different responses
Hi Bill,
If I understand your situation correctly, you want each of your 2 queues
to send a different autoreply e-mail when a ticket is created. To do
that, just create a new autoreply template in each queue with the text
that you want sent for that queue. A template in a queue overrides a
global template of the same name, so RT will use your queue template
instead of the global one.
If I misunderstood your question, please clarify it.
Regards,
Gene
At 08:12 AM 11/7/2007, Candelario, Bill wrote:
Hi,
I’m fairly new to RT code structure and am having a difficult time
trying to figure this out.
I have created 2 separate email address, in which tickets submit
perfectly into RT. What I’m trying to do is create 2 different
responses according to whom the ticket is for.
For example, if test1@test.com is sent an email then they get the test1
auto response. If test2@test.com is sent an email then they get the
test2 auto response.
Hopefully it’s an easy thing to configure.
Thanks.
Bill
Gene LeDuc, GSEC
Security Analyst
San Diego State University
Glad it worked for you, Bill. Rather than deleting Global scrips, you can
just set the “Stage” field of the scrip to “Disabled” (instead of
TransactionCreate). It has the same result, but now you can go back and
look at how the original setup worked at some point in the future. I ended
up disabling all of the Global scrips and writing my own stuff for each
queue, but I have gone back and looked at some of them since then.
Regards,
Gene
At 11:11 AM 11/7/2007, Candelario, Bill wrote:
Content-class: urn:content-classes:message
Content-Type: multipart/alternative;
boundary=“----_=_NextPart_001_01C82172.1698522E”Thank you, Gene, Tim, and Jurgen for your help.
I was able to get it to work by setting up different queues and totally
moving away from using the “General” default queue. As Tim had pointed
out, I ended up deleting two scripts on the Global queue to get mine to
work properly.
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Candelario, Bill
Sent: Wednesday, November 07, 2007 11:33 AM
To: Gene LeDuc
Cc: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] 2 emails 2 different responsesYou understood correctly. I’m working on what you had suggested
below. Thanks.
From: Gene LeDuc [mailto:gleduc@mail.sdsu.edu]
Sent: Wednesday, November 07, 2007 11:31 AM
To: Candelario, Bill
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] 2 emails 2 different responsesHi Bill,
If I understand your situation correctly, you want each of your 2 queues
to send a different autoreply e-mail when a ticket is created. To do
that, just create a new autoreply template in each queue with the text
that you want sent for that queue. A template in a queue overrides a
global template of the same name, so RT will use your queue template
instead of the global one.If I misunderstood your question, please clarify it.
Regards,
GeneAt 08:12 AM 11/7/2007, Candelario, Bill wrote:
Hi,I’m fairly new to RT code structure and am having a difficult time trying
to figure this out.I have created 2 separate email address, in which tickets submit perfectly
into RT. What I’m trying to do is create 2 different responses according
to whom the ticket is for.For example, if mailto:test1@test.comtest1@test.com is sent an email
then they get the test1 auto response. If
mailto:test2@test.comtest2@test.com is sent an email then they get the
test2 auto response.Hopefully it’s an easy thing to configure.
Thanks.
Bill
–
Gene LeDuc, GSEC
Security Analyst
San Diego State University
SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
If you sign up for a new RT support contract before December 31, we’ll take
up to 20 percent off the price. This sale won’t last long, so get in touch
today.
Email us at sales@bestpractical.com or call us at +1 617 812 0745.Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.comDiscover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Gene LeDuc, GSEC
Security Analyst
San Diego State University
Will do for future Global scripts. I forgot that option was there.
Thanks again.From: Gene LeDuc [mailto:gleduc@mail.sdsu.edu]
Sent: Wednesday, November 07, 2007 2:33 PM
To: Candelario, Bill
Cc: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] 2 emails 2 different responses
Glad it worked for you, Bill. Rather than deleting Global scrips, you
can just set the “Stage” field of the scrip to “Disabled” (instead of
TransactionCreate). It has the same result, but now you can go back and
look at how the original setup worked at some point in the future. I
ended up disabling all of the Global scrips and writing my own stuff for
each queue, but I have gone back and looked at some of them since then.
Regards,
Gene
At 11:11 AM 11/7/2007, Candelario, Bill wrote:
Content-class: urn:content-classes:message
Content-Type: multipart/alternative;
boundary=“----_=_NextPart_001_01C82172.1698522E”
Thank you, Gene, Tim, and Jurgen for your help.
I was able to get it to work by setting up different queues and totally
moving away from using the “General” default queue. As Tim had pointed
out, I ended up deleting two scripts on the Global queue to get mine to
work properly.
From: rt-users-bounces@lists.bestpractical.com [
mailto:rt-users-bounces@lists.bestpractical.com
mailto:rt-users-bounces@lists.bestpractical.com ] On Behalf Of
Candelario, Bill
Sent: Wednesday, November 07, 2007 11:33 AM
To: Gene LeDuc
Cc: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] 2 emails 2 different responses
You understood correctly. I’m working on what you had suggested below.
Thanks.
From: Gene LeDuc [ mailto:gleduc@mail.sdsu.edu
mailto:gleduc@mail.sdsu.edu ]
Sent: Wednesday, November 07, 2007 11:31 AM
To: Candelario, Bill
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] 2 emails 2 different responses
Hi Bill,
If I understand your situation correctly, you want each of your 2 queues
to send a different autoreply e-mail when a ticket is created. To do
that, just create a new autoreply template in each queue with the text
that you want sent for that queue. A template in a queue overrides a
global template of the same name, so RT will use your queue template
instead of the global one.
If I misunderstood your question, please clarify it.
Regards,
Gene
At 08:12 AM 11/7/2007, Candelario, Bill wrote:
Hi,
I’m fairly new to RT code structure and am having a difficult time
trying to figure this out.
I have created 2 separate email address, in which tickets submit
perfectly into RT. What I’m trying to do is create 2 different
responses according to whom the ticket is for.
For example, if test1@test.com is sent an email then they get the test1
auto response. If test2@test.com is sent an email then they get the
test2 auto response.
Hopefully it’s an easy thing to configure.
Thanks.
Bill
Gene LeDuc, GSEC
Security Analyst
San Diego State University
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
If you sign up for a new RT support contract before December 31, we’ll
take
up to 20 percent off the price. This sale won’t last long, so get in
touch today.
Email us at sales@bestpractical.com or call us at +1 617 812 0745.
Community help: http://wiki.bestpractical.com
http://wiki.bestpractical.com/
Commercial support: sales@bestpractical.com
Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
http://rtbook.bestpractical.com/
Gene LeDuc, GSEC
Security Analyst
San Diego State University