Queue specific templates

RT Users
1

I am looking for some suggestions on the best way to have queue specific
templates. I certain departments that have a queue setup with different
needs for auto-responses and ticket resolutions. Is there is a way to over
ride the global templates on a per queue basis? IT is the primary users of
RT and we have a few departments that want to have a queue to handle their
customer service needs.

How are you handling the differences between each queue as far as scrips and
templates are concerned? Did you delete the global scrips and templates and
create them on a per queue basis?

Thanks,
Dustin

2

Dustin,

Just name the template the same name as the Global template and RT will use
the Queue-specified version of the same named template. For Queue-level
scrips, you can select either the Global template or the ones you have for
just the Queue.

Kenn
LBNLOn Wed, Sep 29, 2010 at 12:05 PM, Dustin Berube dustin.berube@gmail.comwrote:

I am looking for some suggestions on the best way to have queue specific
templates. I certain departments that have a queue setup with different
needs for auto-responses and ticket resolutions. Is there is a way to over
ride the global templates on a per queue basis? IT is the primary users of
RT and we have a few departments that want to have a queue to handle their
customer service needs.

How are you handling the differences between each queue as far as scrips
and templates are concerned? Did you delete the global scrips and templates
and create them on a per queue basis?

Thanks,
Dustin

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year – Learn how to get the most out of RT!

3

Dustin,

Just name the template the same name as the Global template and RT will use
the Queue-specified version of the same named template. For Queue-level
scrips, you can select either the Global template or the ones you have for
just the Queue.

Thanks for the info Kenn. I will give this a try tomorrow morning.

4

Thanks Kenn I implemented these changes yesterday and it worked great.On Sep 29, 2010 5:00 PM, “Dustin Berube” dustin.berube@gmail.com wrote:

Dustin,

Just name the template the same name as the Global template and RT will
use the Queue-…

Thanks for the info Kenn. I will give this a try tomorrow morning.