Customising Templates per Queue


#1

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


#2

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

#3

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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#4

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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#5

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