Overriding Default Autoreply

I have created a queue for which I want an autoreply other than the
default, ‘Autoreply’, to be sent when a ticket is created.
Accordingly, I have created a template in
Queues->My-New-Queue->Templates, and a scrip in same->Scrips that
goes: On Create Notify Requestors (with) Template:
‘my-new-queue-autoreply’. That works fine, and it does go out,
however the global ‘Autoreply’ still does too, leaving the Requestor
with two autoreplies. How do I arrange this so that the Requestor
gets only the one, ‘my-new-queue-autoreply’?

Thanks,
Dave Edwards <dle&sympatico,ca>
Freelance and Technical Writer,
With Special Interest in Open Source Software
http://bigStory.homelinux.org

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Hi,

I had the same issue, the only way I could see around it at the time was to
delete the global scrip, and manually add it in to all the other queues.
This wasn’t so bad as we only have 4 or 5 queues, but if I was to do it now,
I would probably edit the global scrip to have a user condition which is
something like “if queue != ‘My-New-Queue’” (not exact code as im not a
scrip guru just yet. Im pretty sure somo of the other gurus on here would eb
able to make the code.

Andrew Xenides
Web Developer
EscapeNet
465 South Road
Keswick SA 5035
T: (08) 8292 5200
F: (08) 8292 5299
E: andrew@staff.esc.net.au
W: http://www.esc.net.au

I have created a queue for which I want an autoreply other than the
default, ‘Autoreply’, to be sent when a ticket is created.
Accordingly, I have created a template in
Queues->My-New-Queue->Templates, and a scrip in same->Scrips that
goes: On Create Notify Requestors (with) Template:
‘my-new-queue-autoreply’. That works fine, and it does go out,
however the global ‘Autoreply’ still does too, leaving the Requestor
with two autoreplies. How do I arrange this so that the Requestor
gets only the one, ‘my-new-queue-autoreply’?

A queue-specific template with the same name as a global template will
replace the global template in scrips for that queue.

Or you could just do that :stuck_out_tongue:

Andrew Xenides
Web Developer
EscapeNet
465 South Road
Keswick SA 5035
T: (08) 8292 5200
F: (08) 8292 5299
E: andrew@staff.esc.net.au
W: http://www.esc.net.au

  • Jesse Vincent [2005-05-08T22:14-0400]:

A queue-specific template with the same name as a global template will
replace the global template in scrips for that queue.

Ah, that’s very cool! Thanks, Jesse. Andrew X., I thank you too.
Dave Edwards <dle&sympatico,ca>
Freelance and Technical Writer,
With Special Interest in Open Source Software
http://bigStory.homelinux.org

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At Sunday 5/8/2005 10:49 PM, Dave Edwards wrote:

  • Jesse Vincent [2005-05-08T22:14-0400]:

A queue-specific template with the same name as a global template will
replace the global template in scrips for that queue.

Ah, that’s very cool! Thanks, Jesse. Andrew X., I thank you too.

Although if you want to disable autoreplies for certain queues, you’ll have
to go back to either tweaking the global scrip or disabling the global
scrip & enabling on a per-queue basis. We started with the former and
switched to the latter. Editing a long if statement in the global scrip was
too error prone - too easy to make a syntax error and disable the scrip for
everyone in the system. The per-queue scrip approach avoids that and allows
more flexibility in naming templates - queue admins don’t have to remember
to name their templates the same as the global templates.

Steve

Stephen Turner
Senior Programmer/Analyst - Client Support Services
MIT Information Services and Technology (IS&T)

Although if you want to disable autoreplies for certain queues, you’ll have
to go back to either tweaking the global scrip or disabling the global
scrip & enabling on a per-queue basis.

Now that I think about it, a queue-specific template that aborts might
work for that purpose…

At Monday 5/9/2005 02:52 PM, Jesse Vincent wrote:

Although if you want to disable autoreplies for certain queues, you’ll
have
to go back to either tweaking the global scrip or disabling the global
scrip & enabling on a per-queue basis.

Now that I think about it, a queue-specific template that aborts might
work for that purpose…

True - I never thought of it like that. The first line of the template
could have non-mail-header text like “This template disables autoreplies.
Don’t mess with it!”.

Steve

Stephen Turner wrote:

At Monday 5/9/2005 02:52 PM, Jesse Vincent wrote:

Although if you want to disable autoreplies for certain queues,
you’ll have
to go back to either tweaking the global scrip or disabling the global
scrip & enabling on a per-queue basis.

Now that I think about it, a queue-specific template that aborts might
work for that purpose…

True - I never thought of it like that. The first line of the template
could have non-mail-header text like “This template disables
autoreplies. Don’t mess with it!”.
AFAIK there was patch(don’t remember was it implemented) on the list
that prevent sending message if template generates empty text.