Tom,
You pretty much stated your own answer. Yes, by using a CF you can set up several scrips to execute when the value of the CF is "whatever" or "whatever2", etc. Each scrip would specify a different template to be used for the customers with the correct value. Example below: # Condition: User Defined # Action: Notify Customer type X # Template: Global template: Ticket Created for X Customer # condition execution on CF QA Approved my $trans = $self->TransactionObj; my $ticket = $self->TicketObj; if ($trans->Type eq 'CustomField') {my $cf = new RT::CustomField($RT::SystemUser); $cf->LoadByName(Queue => $ticket->QueueObj->id, Name => "Customer Type"); return 0 unless $cf->id; if ($trans->Field == $cf->id && $trans->NewValue eq "X") { return 1; } } return 0; And the same for a different customer type: # Condition: User Defined # Action: Notify Customer type Z # Template: Global template: Ticket Created for Z Customer # condition execution on CF QA Approved my $trans = $self->TransactionObj; my $ticket = $self->TicketObj; if ($trans->Type eq 'CustomField') {my $cf = new RT::CustomField($RT::SystemUser); $cf->LoadByName(Queue => $ticket->QueueObj->id, Name => "Customer Type"); return 0 unless $cf->id; if ($trans->Field == $cf->id && $trans->NewValue eq "Z") { return 1; } } return 0; These two notification scrips will use a different template for the customer based on the value of the CF. Hope this helps. Kenn LBNL On 4/21/2008 8:08 PM, Tom Lanyon wrote: > Hi list, > > Is there an existing solution to have a single queue (used for product > support) to be used for multiple clients? In our case, different > clients require different support email addresses and ticket auto- > response messages, but all other queue behavior, watchers, scrips etc > is the same. > > I'm sure it would not be difficult to, on ticket creation, parse the > incoming messages for a "To:" header and set a "Client" custom field > based on this. Then for all other actions (auto response, etc), we > could use this custom field to look up the appropriate templates. > However, I was wondering if this had already been done, as it seems > like it would be a common RT usage scenario. > > Regards, > Tom > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: [EMAIL PROTECTED] > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com