Canned responses

RT Users
1

Is there an easy way to send canned responses to users? I noticed that
for RT 2 there was an add-on called StockAnswers. Is there anything like
this for RT 3?

Thanks!

Jen

2

Hi rt-users,

An interesting idea just occured to me:

An integral part of my companies support function orbits around RT.
Since we get a large amount of queries from clients, it stands to reason
that you will get multiple
questions of the same type.

Therefore, would it be difficult to modify RT to include a canned response
facility where by in reply to
a support query you could select the appropiate response from a drop down
menu (by subject) and e-mail this in reply to the query.

Has anybody out there implemented such a facility or even tried to?

Ideas, expansions, analysis etc… are greatly welcomed on this.

All the best,
JP

QOTD: “The most dangerous man, to any government, is the man who is able to
think things out for himself.”— H. L. Mencken

3

Hi rt-users,

An interesting idea just occured to me:

An integral part of my companies support function orbits around RT.
Since we get a large amount of queries from clients, it stands to reason
that you will get multiple
questions of the same type.

Therefore, would it be difficult to modify RT to include a canned response
facility where by in reply to
a support query you could select the appropiate response from a drop down
menu (by subject) and e-mail this in reply to the query.

Has anybody out there implemented such a facility or even tried to?

Ideas, expansions, analysis etc… are greatly welcomed on this.

RTFM http://bestpractical.com/rtfm/

-Todd

4

At Thursday 3/30/2006 04:18 PM, John Paul Hayes wrote:

Hi rt-users,

An interesting idea just occured to me:

An integral part of my companies support function orbits around RT.
Since we get a large amount of queries from clients, it stands to
reason that you will get multiple
questions of the same type.

Therefore, would it be difficult to modify RT to include a canned
response facility where by in reply to
a support query you could select the appropiate response from a drop
down menu (by subject) and e-mail this in reply to the query.

Has anybody out there implemented such a facility or even tried to?

Ideas, expansions, analysis etc… are greatly welcomed on this.

All the best,
JP

I’ve been playing around a bit with this - I thought I’d use the RT
template scheme and it seems to work OK. A drop-down list of
templates (queue and global) appears on the Reply screen and when you
choose one, the parsed template is placed into the message box.

One limitation I decided on is that transaction references aren’t
allowed in the template. Well, they are, but they don’t give you anything.

I’ll dig out the code tomorrow.

Steve

5

I’ve been playing around a bit with this - I thought I’d use the RT
template scheme and it seems to work OK. A drop-down list of
templates (queue and global) appears on the Reply screen and when you
choose one, the parsed template is placed into the message box.

That’s something that RTFM 2.2 provides too.

6

I am geting following error on reminder page.
How do i solve it.
RT v 3.5.5

Here is my httpd.conf RT part.

HTTPD.CONF
<VirtualHost 202.69.49.11>
ServerName rt.eworld.net.pk
DocumentRoot /opt/rt3/share/html
AddDefaultCharset UTF-8

this line applies to Apache2+mod_perl2 only

PerlModule Apache2 Apache::compat

PerlModule Apache::DBI
PerlRequire /opt/rt3/bin/webmux.pl

SetHandler perl-script PerlHandler RT::Mason #RedirectMatch permanent (.*)/$ http://rt.eworld.net.pk$1/index.html

ERROR:
could not find component for path ‘/Widget/TitleBox’

Trace begun at
/usr/lib/perl5/vendor_perl/5.8.6/HTML/Mason/Request.pm
line 1202
HTML::Mason::Request::comp(‘HTML::Mason::Request::ApacheHandler=HASH(0xab0c984)’,
‘HASH(0xaab4b9c)’, ‘/Widget/TitleBox’, ‘title’,
‘Reminders’, ‘title_class’, ‘inverse’, ‘color’,
‘#666699’) called at
/opt/rt3/share/html/Ticket/Reminders.html line 57
HTML::Mason::Commands::ANON(‘id’, 4, ‘id’, 4)
called at
/usr/lib/perl5/vendor_perl/5.8.6/HTML/Mason/Component.pm
line 135
HTML::Mason::Component::run(‘HTML::Mason::Component::FileBased=HASH(0xad4a570)’,
‘id’, 4, ‘id’, 4) called at
/usr/lib/perl5/vendor_perl/5.8.6/HTML/Mason/Request.pm
line 1255
eval {…} at
/usr/lib/perl5/vendor_perl/5.8.6/HTML/Mason/Request.pm
line 1249
HTML::Mason::Request::comp(undef, undef, ‘id’, 4,
‘id’, 4) called at
/usr/lib/perl5/vendor_perl/5.8.6/HTML/Mason/Request.pm
line 916
HTML::Mason::Request::call_next(‘HTML::Mason::Request::ApacheHandler=HASH(0xab0c984)’,
‘id’, 4) called at /opt/rt3/share/html/autohandler
line 247
HTML::Mason::Commands::ANON(‘id’, 4) called at
/usr/lib/perl5/vendor_perl/5.8.6/HTML/Mason/Component.pm
line 135
HTML::Mason::Component::run(‘HTML::Mason::Component::FileBased=HASH(0xa5b1bf0)’,
‘id’, 4) called at
/usr/lib/perl5/vendor_perl/5.8.6/HTML/Mason/Request.pm
line 1250
eval {…} at
/usr/lib/perl5/vendor_perl/5.8.6/HTML/Mason/Request.pm
line 1249
HTML::Mason::Request::comp(undef, undef, undef, ‘id’,
4) called at
/usr/lib/perl5/vendor_perl/5.8.6/HTML/Mason/Request.pm
line 461
eval {…} at
/usr/lib/perl5/vendor_perl/5.8.6/HTML/Mason/Request.pm
line 461
eval {…} at
/usr/lib/perl5/vendor_perl/5.8.6/HTML/Mason/Request.pm
line 413
HTML::Mason::Request::exec(‘HTML::Mason::Request::ApacheHandler=HASH(0xab0c984)’)
called at
/usr/lib/perl5/vendor_perl/5.8.6/HTML/Mason/ApacheHandler.pm
line 167
HTML::Mason::Request::ApacheHandler::exec(‘HTML::Mason::Request::ApacheHandler=HASH(0xab0c984)’)
called at
/usr/lib/perl5/vendor_perl/5.8.6/HTML/Mason/ApacheHandler.pm
line 817
HTML::Mason::ApacheHandler::handle_request(‘HTML::Mason::ApacheHandler=HASH(0x9d030e0)’,
‘Apache2::RequestRec=SCALAR(0xad3bff8)’) called at
/opt/rt3/bin/webmux.pl line 122
eval {…} at /opt/rt3/bin/webmux.pl line 122
RT::Mason::handler(‘Apache2::RequestRec=SCALAR(0xad3bff8)’)
called at -e line 0
eval {…} at -e line 0

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7

I am geting following error on reminder page.
How do i solve it.
RT v 3.5.5

First, try upgrading to the latest RT 3.6.0pre release. 3.5.5 is an
unsupported development release.

8

How do i upgrade it.
I have RT installed in /op/rt3 dir
how do i delete or upgrade database also.— Jesse Vincent jesse@bestpractical.com wrote:

On Thu, Mar 30, 2006 at 11:46:47PM -0800, Its Azfar wrote:

I am geting following error on reminder page.
How do i solve it.
RT v 3.5.5

First, try upgrading to the latest RT 3.6.0pre
release. 3.5.5 is an
unsupported development release.

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9

Read documents that are shipped with tarball.On 4/3/06, Its Azfar azfarhusain@yahoo.com wrote:

How do i upgrade it.
I have RT installed in /op/rt3 dir
how do i delete or upgrade database also.

— Jesse Vincent jesse@bestpractical.com wrote:

On Thu, Mar 30, 2006 at 11:46:47PM -0800, Its Azfar wrote:

I am geting following error on reminder page.
How do i solve it.
RT v 3.5.5

First, try upgrading to the latest RT 3.6.0pre
release. 3.5.5 is an
unsupported development release.

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The rt-users Archives

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Best regards, Ruslan.

10

John Paul Hayes wrote:

Therefore, would it be difficult to modify RT to include a canned response
facility where by in reply to
a support query you could select the appropiate response from a drop down
menu (by subject) and e-mail this in reply to the query.

It’s already implemented. You’re looking for RTFM (the RT FAQ Manager). It
has the functionality you’re looking for.

Travis
Travis Campbell - Unix Systems Administrator = travis@mpdtxmail.amd.com
5900 E. Ben White Blvd, Austin, TX 78741 = travis.campbell@amd.com
TEL: (512) 602-1888 PAG: (512) 604-0341 = webmaster@mpdtxmail.amd.com
“Does anything work as expected?” Yes. An axe through the CPU.

11

I have installed RT 3.4.5 by RPMs on FC4 and its
working fine. Now I need to install RTFM on it but i
dont know whats the RT instance paths for Makefile.pl
Any help regarding RTFM Makefile.pl

Thanks.

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12

At Thursday 3/30/2006 05:30 PM, Stephen Turner wrote:

At Thursday 3/30/2006 04:18 PM, John Paul Hayes wrote:

Hi rt-users,

An interesting idea just occured to me:

An integral part of my companies support function orbits around RT.
Since we get a large amount of queries from clients, it stands to
reason that you will get multiple
questions of the same type.

Therefore, would it be difficult to modify RT to include a canned
response facility where by in reply to
a support query you could select the appropiate response from a
drop down menu (by subject) and e-mail this in reply to the query.

Has anybody out there implemented such a facility or even tried to?

RTFM does provide this functionality & more.

I posted some code that uses a simpler, less full-featured solution at:

http://wiki.bestpractical.com/index.cgi?CannedReplies

Steve

13

Where do i see tickets archive or those tickets which
are solved or closed.

Can I increase the no of tickets on RT home page from
Top 10 to Top X.

How to see the whole list of non Privileged users.

Waitingf for help.

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14

Im gonna suggest searching the wiki and the mailing list archive. The
first two questions are FAQ’s. Links to the wiki and mailing list
archives should be in your welcome message.

Where do i see tickets archive or those tickets which
are solved or closed.

Build a query, search for them.

Can I increase the no of tickets on RT home page from
Top 10 to Top X.

Yes.

How to see the whole list of non Privileged users.

Not exactly sure about that one.

Waitingf for help.

Hoping you are searching for answers while waiting :wink:

duncan

15

Thnks.
I check the query builder and found it very usefull.
The closed and resolved tickets found by it.— Duncan Shannon dshannon@techfluent.com wrote:

Im gonna suggest searching the wiki and the mailing
list archive. The
first two questions are FAQ’s. Links to the wiki
and mailing list
archives should be in your welcome message.

Where do i see tickets archive or those tickets
which
are solved or closed.

Build a query, search for them.

Can I increase the no of tickets on RT home page
from
Top 10 to Top X.

Yes.

How to see the whole list of non Privileged users.

Not exactly sure about that one.

Waitingf for help.

Hoping you are searching for answers while waiting
:wink:

duncan

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