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Q: I created scrip and specified a global template, but instead it's using a template I created. Why?

Answer

In RT, if you create a template and give it the same name as the global template it will default to using your template, even if you specify the global template.

We recommend that you give your own templates names that are different than any of the global names. To change the name of an existing template,

  1. Go to Configuration > Queues > your-queue > Templates.
  2. Click the template to be changed.
  3. In the Name box, modify the name, then click Submit.

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Last Modified:

January 28, 2012

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