Customising Templates per Queue

Hi List

I’m sure I am not the first person to ask this, but I cannot find the answer
on the internet or in the documentation.

I have number of queues set up and I would like to send out different
emails, dependant on which queue they come from. I have created a new
template from the Configuration > Queues (Selected Queue) > Templates. Then
I go to the Scrps tab and can add a new script which has Action set to
’Autoreply To Requestors’. Now when the queue is emailed, it gets two
autoreplies.

Can anybody tell me what I am doing wrong?

Thanks in advance

Dan

Hi List

I’m sure I am not the first person to ask this, but I cannot find the answer
on the internet or in the documentation.

I have number of queues set up and I would like to send out different
emails, dependant on which queue they come from. I have created a new
template from the Configuration > Queues (Selected Queue) > Templates. Then
I go to the Scrps tab and can add a new script which has Action set to
’Autoreply To Requestors’. Now when the queue is emailed, it gets two
autoreplies.

Can anybody tell me what I am doing wrong?

You can:

  • delete global scrips and copy them to each queue as desired :frowning:
  • create a template with the same name as the global template in each
    queue but with different content, it will be used in place of the
    global template magically

You don’t need to create new scrips. Just create per-queue templates with
the same names as the global templates. The queue specific templates will be
used instead.On Tue, May 27, 2008 at 10:11 AM, Dan Massey dan@gconnect.net wrote:

Hi List

I’m sure I am not the first person to ask this, but I cannot find the
answer
on the internet or in the documentation.

I have number of queues set up and I would like to send out different
emails, dependant on which queue they come from. I have created a new
template from the Configuration > Queues (Selected Queue) > Templates. Then
I go to the Scrps tab and can add a new script which has Action set to
’Autoreply To Requestors’. Now when the queue is emailed, it gets two
autoreplies.

Can anybody tell me what I am doing wrong?

Thanks in advance

Dan


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makes sense (to this newbie) but how do I find the appropriate directories, etc in a standard centos yum install where all is under /usr/share/rt3/html ( I think).

I’ve got a “NewTicket” queue for my general users which is the only place they can create a ticket. I want to eliminate their options on what they can do.

I found /usr/share/rt3/html/Ticket/Create.html but what’s the technique on naming/placing the “per-queue” templates?

thanks.

Fred.-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com]On Behalf Of Todd Chapman
Sent: Tuesday, May 27, 2008 10:21 AM
To: Dan Massey
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Customising Templates per Queue

You don’t need to create new scrips. Just create per-queue templates with the same names as the global templates. The queue specific templates will be used instead.

On Tue, May 27, 2008 at 10:11 AM, Dan Massey < dan@gconnect.net> wrote:

Hi List

I’m sure I am not the first person to ask this, but I cannot find the answer
on the internet or in the documentation.

I have number of queues set up and I would like to send out different
emails, dependant on which queue they come from. I have created a new
template from the Configuration > Queues (Selected Queue) > Templates. Then
I go to the Scrps tab and can add a new script which has Action set to
’Autoreply To Requestors’. Now when the queue is emailed, it gets two
autoreplies.

Can anybody tell me what I am doing wrong?

Thanks in advance

Dan

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Fred,

You do not have to go into any directories to do this. RT is already 

set up to allow ANY queue to use a different template (the content of a
formatted email) as an override to a global template of the same name. I
don’t understand why you think you have to go into the directories to do
this. Explain, please.

Kenn
LBNLOn 5/27/2008 11:55 AM, Sells, Fred wrote:

makes sense (to this newbie) but how do I find the appropriate
directories, etc in a standard centos yum install where all is under
/usr/share/rt3/html ( I think).

I’ve got a “NewTicket” queue for my general users which is the only
place they can create a ticket. I want to eliminate their options on
what they can do.

I found /usr/share/rt3/html/Ticket/Create.html but what’s the technique
on naming/placing the “per-queue” templates?

thanks.

Fred.

-----Original Message-----
*From:* rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com]*On Behalf Of *Todd
Chapman
*Sent:* Tuesday, May 27, 2008 10:21 AM
*To:* Dan Massey
*Cc:* rt-users@lists.bestpractical.com
*Subject:* Re: [rt-users] Customising Templates per Queue

You don't need to create new scrips. Just create per-queue templates
with the same names as the global templates. The queue specific
templates will be used instead.

On Tue, May 27, 2008 at 10:11 AM, Dan Massey <dan@gconnect.net <mailto:dan@gconnect.net>> wrote:

    Hi List

    I'm sure I am not the first person to ask this, but I cannot
    find the answer
    on the internet or in the documentation.

    I have number of queues set up and I would like to send out
    different
    emails, dependant on which queue they come from. I have created
    a new
    template from the Configuration > Queues (Selected Queue) >
    Templates. Then
    I go to the Scrps tab and can add a new script which has Action
    set to
    'Autoreply To Requestors'. Now when the queue is emailed, it
    gets two
    autoreplies.

    Can anybody tell me what I am doing wrong?

    Thanks in advance

    Dan

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    <mailto:sales@bestpractical.com>


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Community help: 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