Canned Replies

RT Users
1

I’ve been thinking about the last request we have from our CS dept, to
have easy access to a list of answers to common questions. I’ve read
through the CannedReplies page on the wiki, and also read the intro to
RTFM.

Obviously, simple is good, and after reading the intro, RTFM might be
more than we need. I also couldn’t find any screenshots of it being
used from an RT ticket, just the basic ones in the documentation PDF.

Here’s the basic desires:
Simple pulldown menu to select a canned reply when answers a ticket
Easy interface to copy/paste a new canned reply into the system (for
users that aren’t RT admins)
Capacity to handle several hundred canned replies.
(understand the pulldown approach might not work for this)
Searching canned response content might be nice

Given those needs, does anyone have a recommendation on which approach
to try first?

Thanks,
Steve Cochran

2

At Thursday 1/24/2008 10:31 AM, Steve Cochran wrote:

I’ve been thinking about the last request we have from our CS dept, to
have easy access to a list of answers to common questions. I’ve read
through the CannedReplies page on the wiki, and also read the intro to
RTFM.

Obviously, simple is good, and after reading the intro, RTFM might be
more than we need. I also couldn’t find any screenshots of it being
used from an RT ticket, just the basic ones in the documentation PDF.

Here’s the basic desires:
Simple pulldown menu to select a canned reply when answers a ticket
Easy interface to copy/paste a new canned reply into the
system (for
users that aren’t RT admins)
Capacity to handle several hundred canned replies.
(understand the pulldown approach might not work for this)
Searching canned response content might be nice

Given those needs, does anyone have a recommendation on which approach
to try first?

Thanks,
Steve Cochran

Hello Steve,

I put the CannedReplies contrib on the wiki - it can only satisfy the
first of your requirements, so wouldn’t be a good solution for you.
It sounds like you need RTFM or other KB solution.

Steve