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 > [email protected]
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 --------- RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017
