Working my way back through the 19mb of list archives, but I
haven’t found an answer to this yet…
What I'd like to be able to do is send Templated responses from
the “Ticket:Update” page, basically a pulldown menu of canned answers to
FAQs that I can’t easily regexp with a Scrip. Has anyone done something
like this yet? If I’m going to end up coding this myself, is my first
impulse to tie into the existing Scrips/Templates system a good one?
Aaron,
Take a look at ‘StockAnswers’ in the contrib section. It will do this.
However, with all due respect to its author, I agree with you that tying
the replies into the database (in the Templates) section wakes way more
sense than storing them separately in the filesystem the way StockAnswers
does. One of the reasons we all use RT is to take advantage of its
distributed, collaborative security model, and StockAnswers breaks that by
requiring that a user play with Unix files.
StockAnswers also (apparently, correct me if I’m wrong) squirts down EVERY
stock reply with EVERY ‘Update’ page (so that they can be selected via
Javascript, client side), which seems to me to be wasteful and inelegant,
though certainly understandable and practical.
Though I know many folks are using StockAnswers successfully, how about
giving access to Templates for user replies? Is this an easy change
Jesse?
Dave
David C. Troy [dave@toad.net] 410-544-6193 Sales
ToadNet - Want to go fast? 410-544-1329 FAX
570 Ritchie Highway, Severna Park, MD 21146-2925 www.toad.netOn Tue, 2 Apr 2002, Aaron T Porter wrote:
Working my way back through the 19mb of list archives, but I
haven’t found an answer to this yet…What I’d like to be able to do is send Templated responses from
the “Ticket:Update” page, basically a pulldown menu of canned answers to
FAQs that I can’t easily regexp with a Scrip. Has anyone done something
like this yet? If I’m going to end up coding this myself, is my first
impulse to tie into the existing Scrips/Templates system a good one?
rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users
“DCT” == David C Troy dave@toad.net writes:
DCT> Though I know many folks are using StockAnswers successfully, how about
DCT> giving access to Templates for user replies? Is this an easy change
DCT> Jesse?
I tried putting together a consortium to pay Jesse for this feature a
while back, but we came up way short of the estimate he gave me for
the project. Footing the whole bill was just not possible for us, so
we gave up that hope for now. Maybe another day.
“DCT” == David C Troy dave@toad.net writes:
DCT> Though I know many folks are using StockAnswers successfully, how about
DCT> giving access to Templates for user replies? Is this an easy change
DCT> Jesse?I tried putting together a consortium to pay Jesse for this feature a
while back, but we came up way short of the estimate he gave me for
the project. Footing the whole bill was just not possible for us, so
we gave up that hope for now. Maybe another day.
I slapped together a quick hack based on StockAnswers to use the
Templates schemas. I’ve only implemented the JavaScript pulldown method
thus far, and to be honest that’s probably all I’ll do as it fills our
needs.
I have made some changes to the stock answers add-on
First off I reworked the code so that it only transfers the text of the
template file that is chosen, instead of reading them all from disk and
pushing the contents of all of them over. My next modification will be
getting value substitution in the answer files. If anyone is interested in my
changes let me know. Once I get the substitution working I’ll post my
work in the contrib section.
OK. I am simply confused today.
In rt-2.0.15, I was able to create canned responses to tickets, such
that I would not have to type any text when responding to some commonly
asked questions from users.
I simply can’t figure out how that is done in rt-3.2.2, having adopted
rt-3.2.x much later as there was so much resistance to the migration
from 2.0.15 
Now a user is tired writing the same response over and over again and
has asked whether she can give me template text to be included in RT.
Any pointers to do this would be most welcome.
cheers
- wash
Odhiambo Washington . WANANCHI ONLINE LTD (Nairobi, KE) |
. 1ere Etage, Loita Hse, Loita St., |
GSM: (+254) 722 743 223 . # 10286, 00100 NAIROBI |
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“Oh My God! They killed init! You Bastards!”
–from a /. post
In rt-2.0.15, I was able to create canned responses to tickets, such
that I would not have to type any text when responding to some commonly
asked questions from users.
I believe the proper solution is RTFM (the product, not what you should
do) 
Vivek Khera, Ph.D.
+1-301-869-4449 x806
smime.p7s (2.42 KB)
In rt-2.0.15, I was able to create canned responses to tickets, such
that I would not have to type any text when responding to some commonly
asked questions from users.I believe the proper solution is RTFM (the product, not what you should
do)
Thanks Vivek! I just landed the RTFM manual (the PDF) and I am now
reading with all concentration.
BTW, IIRC, I used to see those old StockAnswers in my rt-3.2.1 before
I installed RTFM. Once I installed RTFM, they were gone. Has anyone
else who migrated from rt2-rt3 seen that or I am simply hallucinating?
I just realized that today when this matter came up.
cheers
- wash
Odhiambo Washington . WANANCHI ONLINE LTD (Nairobi, KE) |
. 1ere Etage, Loita Hse, Loita St., |
GSM: (+254) 722 743 223 . # 10286, 00100 NAIROBI |
GSM: (+254) 733 744 121 . (+254) 020 313 985 - 9 |
“Oh My God! They killed init! You Bastards!”
–from a /. post