2 things: Customised AutoReply to a queue & Subject Content

RT Users
1

G’day,

As a newbie to RT and this list, my apologies if I am able to search elsewhere for the answers to these questions.

Duplicate AutoReply to a queue
I have created a customised AutoReply Template/Scrip to a new queue and now a requestor receives both the specific AutoReply and the Global AutoReply on the creation of a new ticket :

Global Scrip:
OnCreate AutoreplyToRequestors with template Autoreply

Queue Scrip:
OnCreate AutoreplyToRequestors with template Helpdesk template: Autoreply

Question: How do I disable the global scrip for a queue?

Subject of report to user
Currently, the subject line of the global scrip for notifying the requestor of a transaction (Request # was acted upon), using the global scrips, returns the following :

Question: Where do I go to enable the Subject() to be inserted here?

Pointers to the solution or documentation to read, will be very much appreciated.

Many thanks,
Mary.

–|\ Mary Cranston WebAdmin
-/------*- Informatics & Communication
_.–._/ CQU Rockhampton Q Aust 4702
v Telephone: +61 7 4930 9029
Website: http://www.infocom.cqu.edu.au/

2

Question: How do I disable the global scrip for a queue?

If a global scrip is installed, it is applicable for each queue. You
solution in this instance is to apply an autoreply scrip seperately on
each of your queues before disabling the global scrip.
(Configuration->Global->Scrips and the ‘disable’ checkbox beside each
Scrip)

Currently, the subject line of the global scrip for notifying the
requestor of a transaction (Request # was acted upon), using the global
scrips, returns the following :

   Subject: HASH(0x8e31a5c)

Question: Where do I go to enable the Subject() to be inserted here?

Check the template for this Scrip. The install for rt-2-0-11 had an extra
‘}’ in the Subject line, resulting in the argument being supplied
incorrectly. Refer to:

http://lists.fsck.com/pipermail/rt-users/2002-February/006955.html

Regards,

                         Bruce Campbell                            RIPE
               Systems/Network Engineer                             NCC
             www.ripe.net - PGP562C8B1B                      Operations