On Correspond, Notify AdminCcs with Global Template: Admin Correspondence: When a Watcher type of Admin Cc adds a reply to a ticket, email notification is sent.On Create, Notify AdminCcs with Global Template: Transaction: When a ticket is created, email notification goes to the Admin Cc's that a ticket has been created.On Create, Autoreply to Requestors with Global Template: Autoreply: When a ticket is created, email notification is sent to the Requestor.The default global Scrips installed with RT 3 are: Scrips can apply to queues but an individual ticket can't have its own Scrip. A simple example could be, Dear (name of requestor), your ticket has been created and its ticket ID is (this number).template: essentially a form letter that goes along with an action.action: what the Scrip does in response to the condition, e.g., notify the ticket's requestor.condition: something that has to happen to activate the Scrip, like a ticket being created.You can use the Scrip feature in many ways, one of them being an automatic email reply when a new request is submitted. Check the box next to the template to be deleted then click Submit.Click Templates in the left navigation bar.Click the name of the template to modify.Click your queue name then click Templates in the left navigation bar.Remember to leave two lines between the header and the body text.
Content can be simple or be personalized by including code like:.
If your template does not include them, malformed email will be generated and the autoreply will fail silently! Note: The blank lines are extremely important to separate an email header from the body.This can include the subject line of the email at the top, just leave two lines between the header/subject and body/letter Content: The form letter the users will see.Description: The words that will appear under the name of the template in RT's list of templates.If you name a template the same name as a global template, RT will default to using your template only, even if you choose the global template. We recommend that you not use the same name as any of the global templates. Name: the name of the template, preferably something descriptive.Enter a name, description, and content:.Click your queue name, then click Templates > New template in the left navigation bar.A simple example could be, "Dear (name of requestor), your ticket has been created and its ticket ID is (this number)." 3.1.1 Creating a new Scrip template RT lets you set up automatic email replies, based on specified conditions, by creating a Scrip Template and setting up a Scrip: 3.1 Scrip templatesĪ template is essentially a form letter that goes along with a Scrip action. If there is a particular address that RT is treating as legitimate but should not, for example because it is autoresponder on a third-party system, please notify Tooltime at to have that address blocked from interacting with RT.
There is no manual way to tune screening for individual queues. Spam screening in RT is fully automated and managed through a bank of mail filtering appliances, similar to personal email at MIT.