Global Scrips & Templates - with 1 Queue Exception

RT Users
1

Hi guys,

I’m running v8.8.7.

I have got 8 Queues set up, with scrips & templates set at the Global level. However, one of these Queues is an exception to the rule and I don’t want the Global scrips/templates to apply to this one. I have already set up specific scrip & template for this one Queue, however, the Global ones also apply so I get a double up of “Autoreply” messages.

I thought of creating individual scrips/templates for each of the remaining 7 Queues, but this solution would require quite a bit of set up and maintenance work, when all I want to do is disable the Global for the one Queue.

Question: Is it possible to have one Queue as an exception to the application of Global scrips and templates? If so, how can this be achieved?

Kind regards

Jo

Jo Keown, MBusAdmin(Mgt), PNA
IS Business Analyst
Colorado Group Ltd
100 Melbourne Street
South Brisbane QLD 4101
Ph: +61 7 3877 3399
Mobile: 0402 697 351
Email: joanne.keown@coloradogroup.com.aumailto:joanne.keown@coloradogroup.com.au

[cid:image001.png@01CBD1B2.320A22A0]http://www.dianaferrari.com.au/[cid:image002.png@01CBD1B2.320A22A0]http://www.williamstheshoemen.com.au/[cid:image003.png@01CBD1B2.320A22A0]http://www.colorado.com.au/[cid:image004.png@01CBD1B2.320A22A0]http://www.jag.com.au/[cid:image005.png@01CBD1B2.320A22A0]http://www.mathers.com.au/
[cid:image006.jpg@01CBD1B2.320A22A0]http://www.fusioncard.com.au/ Sign up to FUSIONhttp://www.fusioncard.com.au/ now for special member offers at 5 of Australia’s leading fashion brands.

[cid:image009.jpg@01CBD1B2.E7D71ED0] Become an exclusive Fusion member of 5 of Australia’s leading apparel & footwear brands - click herehttp://www.fusioncard.com.au/ or type http://www.fusioncard.com.au/ into your browser.

This email and any attachments are confidential and intended for use by the addressee only. If you are not the intended recipient, please delete it and destroy any copies.

No part of this email may be reproduced, adapted or transmitted without the written permission of the owner of the copyright or other intellectual property in it.

COLORADO group does not accept liability for loss or damage caused by this email, for example by a computer virus or arising from data corruption, delay, interruption, unauthorised access or any other thing.

2

One of two ways:

Create a blank template for that queue with the same name as the global template. Then RT will just “do nothing” for that queue.

Alternatively, you could enable this widely-used RT extension to disable/enable templates on a queue level: GitHub - tbrumm/RT-Extension-QueueDeactivatedScrips: Deactivate global Scrips on Queue Level.

Kind regards,
Nicôle

Message: 1Date: Mon, 21 Feb 2011 10:34:23 +1000
From: Joanne Keown Joanne.Keown@coloradogroup.com.au
To: “RT-Users@lists.bestpractical.com”
RT-Users@lists.bestpractical.com
Subject: [rt-users] Global Scrips & Templates - with 1 Queue Exception
Message-ID:
0F5FC019E0CDF3459EE1B8D44E850727454387498F@BNE-EXCH.coloradogroup.com.au

Content-Type: text/plain; charset=“us-ascii”

Hi guys,

I’m running v8.8.7.

I have got 8 Queues set up, with scrips & templates set at the Global level. However, one of these Queues is an exception to the rule and I don’t want the Global scrips/templates to apply to this one. I have already set up specific scrip & template for this one Queue, however, the Global ones also apply so I get a double up of “Autoreply” messages.

I thought of creating individual scrips/templates for each of the remaining 7 Queues, but this solution would require quite a bit of set up and maintenance work, when all I want to do is disable the Global for the one Queue.

Question: Is it possible to have one Queue as an exception to the application of Global scrips and templates? If so, how can this be achieved?

Kind regards

Jo

Jo Keown, MBusAdmin(Mgt), PNA
IS Business Analyst
Colorado Group Ltd
100 Melbourne Street
South Brisbane QLD 4101
Ph: +61 7 3877 3399
Mobile: 0402 697 351
Email: joanne.keown@coloradogroup.com.aumailto:joanne.keown@coloradogroup.com.au

[cid:image001.png@01CBD1B2.320A22A0]http://www.dianaferrari.com.au/[cid:image002.png@01CBD1B2.320A22A0]http://www.williamstheshoemen.com.au/[cid:image003.png@01CBD1B2.320A22A0]http://www.colorado.com.au/[cid:image004.png@01CBD1B2.320A22A0]http://www.jag.com.au/[cid:image005.png@01CBD1B2.320A22A0]http://www.mathers.com.au/
[cid:image006.jpg@01CBD1B2.320A22A0]http://www.fusioncard.com.au/ Sign up to FUSIONhttp://www.fusioncard.com.au/ now for special member offers at 5 of Australia’s leading fashion brands.

[cid:image009.jpg@01CBD1B2.E7D71ED0] Become an exclusive Fusion member of 5 of Australia’s leading apparel & footwear brands - click herehttp://www.fusioncard.com.au/ or type http://www.fusioncard.com.au/ into your browser.

This email and any attachments are confidential and intended for use by the addressee only. If you are not the intended recipient, please delete it and destroy any copies.

No part of this email may be reproduced, adapted or transmitted without the written permission of the owner of the copyright or other intellectual property in it.

COLORADO group does not accept liability for loss or damage caused by this email, for example by a computer virus or arising from data corruption, delay, interruption, unauthorised access or any other thing.

-------------- next part --------------
An HTML attachment was scrubbed…
URL: http://lists.bestpractical.com/pipermail/rt-users/attachments/20110221/faf4f63b/attachment.html
-------------- next part --------------
A non-text attachment was scrubbed…
Name: image001.png
Type: image/png
Size: 3147 bytes
Desc: image001.png
URL: http://lists.bestpractical.com/pipermail/rt-users/attachments/20110221/faf4f63b/attachment.png
-------------- next part --------------
A non-text attachment was scrubbed…
Name: image002.png
Type: image/png
Size: 3439 bytes
Desc: image002.png
URL: http://lists.bestpractical.com/pipermail/rt-users/attachments/20110221/faf4f63b/attachment-0001.png
-------------- next part --------------
A non-text attachment was scrubbed…
Name: image003.png
Type: image/png
Size: 2914 bytes
Desc: image003.png
URL: http://lists.bestpractical.com/pipermail/rt-users/attachments/20110221/faf4f63b/attachment-0002.png
-------------- next part --------------
A non-text attachment was scrubbed…
Name: image004.png
Type: image/png
Size: 1642 bytes
Desc: image004.png
URL: http://lists.bestpractical.com/pipermail/rt-users/attachments/20110221/faf4f63b/attachment-0003.png
-------------- next part --------------
A non-text attachment was scrubbed…
Name: image005.png
Type: image/png
Size: 2168 bytes
Desc: image005.png
URL: http://lists.bestpractical.com/pipermail/rt-users/attachments/20110221/faf4f63b/attachment-0004.png
-------------- next part --------------
A non-text attachment was scrubbed…
Name: image006.jpg
Type: image/jpeg
Size: 1354 bytes
Desc: image006.jpg
URL: http://lists.bestpractical.com/pipermail/rt-users/attachments/20110221/faf4f63b/attachment.jpg
-------------- next part --------------
A non-text attachment was scrubbed…
Name: image009.jpg
Type: image/jpeg
Size: 1193 bytes
Desc: image009.jpg
URL: http://lists.bestpractical.com/pipermail/rt-users/attachments/20110221/faf4f63b/attachment-0001.jpg

RT-Users mailing list
RT-Users@lists.bestpractical.com
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

End of RT-Users Digest, Vol 83, Issue 71

3

Hi Joanne,

I’m sure there is a much better way to do this, but the following worked for me:

  1.  Modify the scrip that is responsible for doing the autoreply. In our case this is the global scrip "User Defined Autoreply To Requestors"

  2.  Add a user defined custom condition. Ours looks like:

Dont do anything if queue is Octopus

my $QueueName = “octopussupport”;
return 0 if $self->TicketObj->QueueObj->Name eq $QueueName;

Dont do anything if queue is Custom Support

my $QueueName = “customsupport”;
return 0 if $self->TicketObj->QueueObj->Name eq $QueueName;

Check if this for the Create Action

return 1 if $self->TransactionObj->Type eq ‘Create’;
return 0;

This means that if it is for the Octopus or Custom Queue that it does not follow the regular create action (returning 0 instead of 1). This means that you don’t get the correspond / template response.

  1.  Create a template with the response that you want, that you will use in the next step (e.g. "customqueueautoreplytemplate")

  2.  You then need to create a custom scrip that applies just to that queue. For example, create a scrip that applies only to the "custom queue"

Description: customoncreate
Condition: On Create
Action: Auto Reply to Requestors
Template: customqueueautoreplytemplate
Stage: TransactionCreate

If there is a more elegant way of doing this then please let me know. This works OK because there are a low number of exceptions. If you had hundreds of queues, and different handling for each queue then I think it would make more sense to disable the default global scrips and instead code it on a per queue basis…

Regards,

Chris Herrmann
Far Edge Technology

p. 02 84251400
m. 0403 393309

4

If there is a more elegant way of doing this then please let me know.

The more elegant way to do this was posted by Nicôle Layne-Balram in the
previous response to Joanne. All you need to do to disable mail from a
global scrip is create a blank queue-level template with the same name
as the template the global scrip uses. If you want different content,
then just make the template what you want instead of blank.

Thomas

5

Hi,

maybe this is helpful

cheers,
Bj�rnAm 22.02.11 03:21, schrieb Chris Herrmann:

Hi Joanne,

I�m sure there is a much better way to do this, but the following worked
for me:

  1.  Modify the scrip that is responsible for doing the autoreply. In

our case this is the global scrip �User Defined Autoreply To Requestors�

  1.  Add a user defined custom condition. Ours looks like:

Dont do anything if queue is Octopus

my $QueueName = “octopussupport”;

return 0 if $self->TicketObj->QueueObj->Name eq $QueueName;

Dont do anything if queue is Custom Support

my $QueueName = “customsupport”;

return 0 if $self->TicketObj->QueueObj->Name eq $QueueName;

Check if this for the Create Action

return 1 if $self->TransactionObj->Type eq ‘Create’;

return 0;

This means that if it is for the Octopus or Custom Queue that it does
not follow the regular create action (returning 0 instead of 1). This
means that you don�t get the correspond / template response.

  1.  Create a template with the response that you want, that you will

use in the next step (e.g. �customqueueautoreplytemplate�)

  1.  You then need to create a custom scrip that applies just to that

queue. For example, create a scrip that applies only to the �custom queue�

Description: customoncreate

Condition: On Create

Action: Auto Reply to Requestors

Template: customqueueautoreplytemplate

Stage: TransactionCreate

If there is a more elegant way of doing this then please let me know.
This works OK because there are a low number of exceptions. If you had
hundreds of queues, and different handling for each queue then I think
it would make more sense to disable the default global scrips and
instead code it on a per queue basis�

Regards,

Chris Herrmann

Far Edge Technology

p. 02 84251400

m. 0403 393309

http://www.faredge.com.au