Hi,
still not lucky so far, also due to a complete different approach before,
and just to get that right - will the following solve this task?
1. create a global script for autoreplies:
Description: Autoreply
Condition: On Create
Action: Automatic Answer to client
Template: Autoreply
Phase: TransactionCreate
no other conditions, code or whatever
2. create a global template named "Autoreply"
3. in queues where necessary, create a template called "Autoreply" as well
will this be enough to use the queue template instead of the global
template for an autoreply?
thanks a lot,
bernhard
Gene LeDuc schrieb:
As Ruslan pointed out earlier, creating an Autoreply template in the
queue overrides the global template. RT checks first for a queue
template and uses it if one is found, otherwise it uses the global
template of the same name. No need to delete or create scrips in this
case.
At 03:31 AM 4/30/2009, Andraz Sraka wrote:
re
On Thu, 2009-04-30 at 09:21 +0200, Bernhard Hansbauer wrote:
> using RT 3.8.2 with RTFM 2.4.0
> as mentioned in the subject, i wonder if it's possible to have a
> default autoreply on ticket creation, _unless_ there is an autoreply
> defined in the queue. any hint greatly appreciated,
Delete "Autoreply To Requestors" script in global scripts and define a
new custom one:
Condition: User Defined
Action: Autoreply to Requestor
Template: Global template: Autoreply
Stage: TransactionCreate
Custom condition:
return($self->TransactionObj->Type eq "Create" &&
$self->TicketObj->QueueObj->Name ne "XXXXX" )
XXXX - is your defined queue name
For XXX queue you need to create new script defined in queue for example
to sends out different custom reply.
I hope it helps.
regards,
Andraz
--
Bernhard Hansbauer
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