Jason.Doran at nuim
Jul 31, 2008, 8:56 AM
Post #3 of 3
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Re: Global scrips/templates vs queue specific scrips/templates
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Hi Gene,
Thanks for this. Works as expected. Deleted the queue specific scrip and
renamed local template same as global one. Now only one email.
Jason
On 31 Jul 2008, at 16:38, Gene LeDuc wrote:
> Hi Jason,
>
> Unless things have changed radically between 3.6.5 and 3.8, if a
> global scrip is enabled it will always run when the trigger
> conditions are met; you can't turn a global scrip off for specific
> queues.
>
> Templates work differently, though. A global template (like
> Autoreply) can be overridden in a queue by creating a template in
> the queue with the same name as the global template. RT will see
> the template in the queue and use it instead of the corresponding
> global template.
>
> Regards,
> Gene
>
> At 08:19 AM 7/31/2008, Jason Doran wrote:
>> Hi,
>>
>> RT has global scrips that apply to all queues. Is there a way to
>> leave
>> these scripts completely alone and simply to stop a global script
>> from
>> running on a specific queue?
>>
>> For example we have the following global scrip:-
>>
>> Description: On Create Autoreply To Requestors
>> Condition: On Create
>> Action: Autoreply to Requestors
>> Template: Global template: Autoreply
>> Stage: Transaction Create
>>
>> Suppose I have a queue that I want a slightly different Autoreply on.
>> How do I set things up so that all other queues get the standard
>> Autoreply, but a specific queue gets a different scrip/template only.
>> At the moment I get *two* emails when I submit to this other queue.
>> One from the global script/template and a queue specific one.
>>
>> Is this even possible or is there a better way to do this? I know I
>> could disable the global script, but then I would have to have an
>> Autoreply setup for all other queues. Any help or just some pointers
>> would be great.
>>
>> I am still getting my head around how RT works and I don't want to
>> make silly workflow decisions before rolling this out.
>>
>> Regards,
>> Jason Doran,
>> National University of Ireland, Maynooth
>>
>>
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>
>
> --
> Gene LeDuc, GSEC
> Security Analyst
> San Diego State University
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