Queue template not available for queue scripts

Hello all,
I’m kind of jumping around, both trying to update the test RT instance and
do more with our production instance between other projects, so sorry for
seeming to be all over the place with questions.

I’ve been asked to disallow email replies (easily done) but to offer a link
in the body of email notifications for users to click that will open a new
email. Essentially, the whole quoted text thing is making everyone so mad
they want to force responses to always come from a new message. I made my
first attempt at a template for this, but can’t seem to assign it to the
queue’s script.

I went to queues > Technology (where I’ll be testing this) and created a
new template. I saved it, and I see it in the list of queue templates. I
then went to Scripts from the same queue, chose a script, and tried to pull
up my newly made custom template. It is nowhere in the list of templates,
though. I see all the stock ones, but the one I just made and which appears
in the queue templates list fails to appear in the list of templates for
scripts.

Did I do something wrong, or miss a step? I don’t want this to apply to all
queues until I know it works, so I need to limit it to just one queue. Do I
have to make my template the same name as a global one, or can I customize
a script to use my custom template? Thanks.

Alex Hall
Automatic Distributors, IT department
ahall@autodist.com

Hello all,
I’m kind of jumping around, both trying to update the test RT instance and
do more with our production instance between other projects, so sorry for
seeming to be all over the place with questions.

I’ve been asked to disallow email replies (easily done) but to offer a link
in the body of email notifications for users to click that will open a new
email. Essentially, the whole quoted text thing is making everyone so mad
they want to force responses to always come from a new message. I made my
first attempt at a template for this, but can’t seem to assign it to the
queue’s script.

I went to queues > Technology (where I’ll be testing this) and created a
new template. I saved it, and I see it in the list of queue templates. I
then went to Scripts from the same queue, chose a script, and tried to pull
up my newly made custom template. It is nowhere in the list of templates,
though. I see all the stock ones, but the one I just made and which appears
in the queue templates list fails to appear in the list of templates for
scripts.

Did I do something wrong, or miss a step? I don’t want this to apply to all
queues until I know it works, so I need to limit it to just one queue. Do I
have to make my template the same name as a global one, or can I customize
a script to use my custom template? Thanks.


Alex Hall
Automatic Distributors, IT department
ahall@autodist.com

Hi Alex,

It sounds like you may want to have something in your Email template that
you send that will set-off the reply in a way that you can filter it on the
inbound side:

—REPLY BELOW THIS LINE—

—REPLY ABOVE THIS LINE—

Then clip the message on the receiving side. That is pretty much what all
of the systems that I have seen do. It is not my personal preference because
you lose the ability to reference items from a previous update in-line.

Regards,
Ken

Yes, that would be the ideal solution, and I would dearly love to have
that. From what I’ve seen so far, and from what people have said on this
list, it doesn’t seem like RT can do that. If there’s a way, I think
everyone who works at this company would greatly appreciate that knowledge.
I’m not good enough with Perl to delve into a custom email parser or
anything, but do you know of a way or extension that offers this
functionality? Thanks.On Fri, Oct 7, 2016 at 11:34 AM, Kenneth Marshall ktm@rice.edu wrote:

On Fri, Oct 07, 2016 at 11:24:06AM -0400, Alex Hall wrote:

Hello all,
I’m kind of jumping around, both trying to update the test RT instance
and
do more with our production instance between other projects, so sorry for
seeming to be all over the place with questions.

I’ve been asked to disallow email replies (easily done) but to offer a
link
in the body of email notifications for users to click that will open a
new
email. Essentially, the whole quoted text thing is making everyone so mad
they want to force responses to always come from a new message. I made my
first attempt at a template for this, but can’t seem to assign it to the
queue’s script.

I went to queues > Technology (where I’ll be testing this) and created a
new template. I saved it, and I see it in the list of queue templates. I
then went to Scripts from the same queue, chose a script, and tried to
pull
up my newly made custom template. It is nowhere in the list of templates,
though. I see all the stock ones, but the one I just made and which
appears
in the queue templates list fails to appear in the list of templates for
scripts.

Did I do something wrong, or miss a step? I don’t want this to apply to
all
queues until I know it works, so I need to limit it to just one queue.
Do I
have to make my template the same name as a global one, or can I
customize
a script to use my custom template? Thanks.


Alex Hall
Automatic Distributors, IT department
ahall@autodist.com

Hi Alex,

It sounds like you may want to have something in your Email template that
you send that will set-off the reply in a way that you can filter it on the
inbound side:

—REPLY BELOW THIS LINE—

—REPLY ABOVE THIS LINE—

Then clip the message on the receiving side. That is pretty much what all
of the systems that I have seen do. It is not my personal preference
because
you lose the ability to reference items from a previous update in-line.

Regards,
Ken

Alex Hall
Automatic Distributors, IT department
ahall@autodist.com

Yes, that would be the ideal solution, and I would dearly love to have
that. From what I’ve seen so far, and from what people have said on this
list, it doesn’t seem like RT can do that. If there’s a way, I think
everyone who works at this company would greatly appreciate that knowledge.
I’m not good enough with Perl to delve into a custom email parser or
anything, but do you know of a way or extension that offers this
functionality? Thanks.

Hi Alex,

You should be able to do a filter with something like procmail that
handles that process before the message ever gets into RT. Setting up
the Email template for the message is, of course, easy. No need to
know anything about RT code at all.

Regards,
Ken