Canned Replies in RTIR 3.0.0

RTIR
1

Hi guys,

I’m trying to add a “Canned Replies” feature to my new RT 4.0.5/RTIR
3.0.0 setup, but I can’t quite figure out how to do it. I hope that some
of you can help me with it.

Specifically I’m trying to add “Canned Replies” to the Investigations
page, like when I launch an Investigation I would like to be able to use
a template that fits the Investigation I’m about to launch.

I’ve been following http://requesttracker.wikia.com/wiki/CannedReplies
but it appears that I’m missing some directories/files. I’m guessing
that the wiki is made for older versions of RT/RTIR, and that some of
the recent changes requires this to be in another way, or am I mistaking?

Regards
Jesper Skou Jensen

2

Hi guys,

I’m trying to add a “Canned Replies” feature to my new RT 4.0.5/RTIR
3.0.0 setup, but I can’t quite figure out how to do it. I hope that some
of you can help me with it.

Specifically I’m trying to add “Canned Replies” to the Investigations
page, like when I launch an Investigation I would like to be able to use
a template that fits the Investigation I’m about to launch.

I’ve been following http://requesttracker.wikia.com/wiki/CannedReplies
but it appears that I’m missing some directories/files. I’m guessing
that the wiki is made for older versions of RT/RTIR, and that some of
the recent changes requires this to be in another way, or am I mistaking?

Ok ok ok…

I’ve now been messing around with it most of the day and have gotten a
bit further.

  1. It looks like the wiki always refers to callbacks to Update.html, the
    problem is that I would like to change Create.html because I would like
    to use templates right away as the Investigation is launched. Is it
    possible at all?

  2. I have been able to make a simple text-only (with a bit of html)
    callback to Create.html by editing
    /usr/local/share/request-tracker4/plugins/RT-IR/html/Callbacks/RTIR/Ticket/Create.html/BeforeMessageBox
    so that part does work.
    But I can’t figure out how to implement the more advanced callback from
    the wiki pages. I always end up with a blank page.

Any ideas on how to get on from here?

Regards
Jesper Skou Jensen

3

I’m trying to add a “Canned Replies” feature to my new RT 4.0.5/RTIR
3.0.0 setup, but I can’t quite figure out how to do it. I hope that
some of you can help me with it.

You probably want to use the built-in Articles feature which is docced
in RT and should already be integrated into RTIR with the Templates
and Response classes.

-kevin

4

I’m trying to add a “Canned Replies” feature to my new RT 4.0.5/RTIR

You probably want to use the built-in Articles feature which is docced
in RT and should already be integrated into RTIR with the Templates
and Response classes.

Oh, very nice. A “new” feature, that does more or less exactly what I’m
looking for.

Thanks for the heads up.

Regards
Jesper

5

I’m trying to add a “Canned Replies” feature to my new RT 4.0.5/RTIR

You probably want to use the built-in Articles feature which is docced
in RT and should already be integrated into RTIR with the Templates
and Response classes.

Oh, very nice. A “new” feature, that does more or less exactly what
I’m looking for.

RTIR has always leveraged RTFM for canned replies.
RTFM was folded into RT4 and renamed as Articles.

-kevin