(I.e. is there any way to leave
the global setting but override it in some of the queues?).
Well, you could craft the global autoreply template to have conditional
text, based on what queue the ticket is in.
That will work, but I don’t like to set up a situation where a component
used in production has to be modified often and a syntax error can
break unrelated things. If the global template can detect the presence
of a per-queue template named Autoreply and use it when available it
will be perfect.
I’m trying to move a set of product-support mailing lists currently
handled by mailman lists into RT and one other thing in addition
to the per-queue autoresponse would really help. Is there any way
to get something added to the subject line of the forwarded email
and possibly do a keyword setting based on the email alias used
for the original request (which I can map into command line arguments
for mailgate)? Rather than setting up a queue per existing mailing
list, I’d rather create queues based on the people who will watch them
and somehow tag the tickets as they come in based on the address used
by the sender. That is, I’d like mail to productA-support@domain and
productB-support to feed a common support queue but in the forwarded
email subject, have '[productA] orginal_subject [domain ticket-number]'
and have the productA keyword set on the ticket. Has this been done
or is there a better approach?