Global scrips/templates vs queue specific scrips/templates

Hi,

RT has global scrips that apply to all queues. Is there a way to leave
these scripts completely alone and simply to stop a global script from
running on a specific queue?

For example we have the following global scrip:-

Description: On Create Autoreply To Requestors
Condition: On Create
Action: Autoreply to Requestors
Template: Global template: Autoreply
Stage: Transaction Create

Suppose I have a queue that I want a slightly different Autoreply on.
How do I set things up so that all other queues get the standard
Autoreply, but a specific queue gets a different scrip/template only.
At the moment I get two emails when I submit to this other queue.
One from the global script/template and a queue specific one.

Is this even possible or is there a better way to do this? I know I
could disable the global script, but then I would have to have an
Autoreply setup for all other queues. Any help or just some pointers
would be great.

I am still getting my head around how RT works and I don’t want to
make silly workflow decisions before rolling this out.

Regards,
Jason Doran,
National University of Ireland, Maynooth

smime.p7s (4.51 KB)

Hi Jason,

Unless things have changed radically between 3.6.5 and 3.8, if a global
scrip is enabled it will always run when the trigger conditions are met;
you can’t turn a global scrip off for specific queues.

Templates work differently, though. A global template (like Autoreply) can
be overridden in a queue by creating a template in the queue with the same
name as the global template. RT will see the template in the queue and use
it instead of the corresponding global template.

Regards,
Gene

At 08:19 AM 7/31/2008, Jason Doran wrote:

Hi,

RT has global scrips that apply to all queues. Is there a way to leave
these scripts completely alone and simply to stop a global script from
running on a specific queue?

For example we have the following global scrip:-

Description: On Create Autoreply To Requestors
Condition: On Create
Action: Autoreply to Requestors
Template: Global template: Autoreply
Stage: Transaction Create

Suppose I have a queue that I want a slightly different Autoreply on.
How do I set things up so that all other queues get the standard
Autoreply, but a specific queue gets a different scrip/template only.
At the moment I get two emails when I submit to this other queue.
One from the global script/template and a queue specific one.

Is this even possible or is there a better way to do this? I know I
could disable the global script, but then I would have to have an
Autoreply setup for all other queues. Any help or just some pointers
would be great.

I am still getting my head around how RT works and I don’t want to
make silly workflow decisions before rolling this out.

Regards,
Jason Doran,
National University of Ireland, Maynooth


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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

Gene LeDuc, GSEC
Security Analyst
San Diego State University

Hi Gene,
Thanks for this. Works as expected. Deleted the queue specific scrip and
renamed local template same as global one. Now only one email.

JasonOn 31 Jul 2008, at 16:38, Gene LeDuc wrote:

Hi Jason,

Unless things have changed radically between 3.6.5 and 3.8, if a
global scrip is enabled it will always run when the trigger
conditions are met; you can’t turn a global scrip off for specific
queues.

Templates work differently, though. A global template (like
Autoreply) can be overridden in a queue by creating a template in
the queue with the same name as the global template. RT will see
the template in the queue and use it instead of the corresponding
global template.

Regards,
Gene

At 08:19 AM 7/31/2008, Jason Doran wrote:

Hi,

RT has global scrips that apply to all queues. Is there a way to
leave
these scripts completely alone and simply to stop a global script
from
running on a specific queue?

For example we have the following global scrip:-

Description: On Create Autoreply To Requestors
Condition: On Create
Action: Autoreply to Requestors
Template: Global template: Autoreply
Stage: Transaction Create

Suppose I have a queue that I want a slightly different Autoreply on.
How do I set things up so that all other queues get the standard
Autoreply, but a specific queue gets a different scrip/template only.
At the moment I get two emails when I submit to this other queue.
One from the global script/template and a queue specific one.

Is this even possible or is there a better way to do this? I know I
could disable the global script, but then I would have to have an
Autoreply setup for all other queues. Any help or just some pointers
would be great.

I am still getting my head around how RT works and I don’t want to
make silly workflow decisions before rolling this out.

Regards,
Jason Doran,
National University of Ireland, Maynooth


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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


Gene LeDuc, GSEC
Security Analyst
San Diego State University

smime.p7s (4.51 KB)