Default Ticket Message Content when composing new ticket

Hi to all;

Is there a way I can have the RT ticket to have a default or pre-encoded message content when composing new ticket? Somewhat auto content under the “describe the issue below:” , but I need it for a specific type of ticket only and not applicable to all queue.

Thanks,

Mike

Mike:

You need to explain what you mean by a specific type of ticket??
If its only dependant on the queue, then there is a couple of ways to do this,
If the same text for a selected number of queues , then in Create.html define $ARGS{Content} with the text you wish presented if ($QueueObj->Name) matches your condition.
If you wish a different text for each queue, then create a queue template (for each queue you want to have pre-prepared text) with the words you wish and pull the template content into $ARGS{Content} in Create.html.

Regards;
Roy

Is there a way I can have the RT ticket to have a default or pre-encoded message content when composing new ticket? Somewhat auto content under the “describe the issue below:” , but I need it for a specific type of ticket only and not applicable to all queue.

I answered pretty much the same question earlier this year:

http://lists.bestpractical.com/pipermail/rt-users/2011-February/068854.html

Dominic Hargreaves, Systems Development and Support Team
Computing Services, University of Oxford

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Hi Roy,

Tnx for the reply, what i meant was that the pre-prepared text is dependent on a specific queue only. I’ve tried to Create template under specific queue and encode the pre-prepared text under the template and Create scrip under that specific queue with the following details:

Queue template (Pre-Prepared text):
ThIS IS A TEST MESSAGE

Current queue SCRIP:
Condition: OnCorrespond
Action: OpenTicket
Template: Pre-Prepared text
Stage: TransactionCreate

But doesn’t work when I tried to open and compose the queue content, I did not see the pre-prepared text “ThIS IS A TEST MESSAGE” under the queue message body text box.

Regards,

Mike— On Wed, 5/11/11, Raed El-Hames Raed.El-Hames@daisygroupplc.com wrote:

From: Raed El-Hames Raed.El-Hames@daisygroupplc.com
Subject: RE: [rt-users] Default Ticket Message Content when composing new ticket
To: “Michael P. Carel” mikecarel@yahoo.com, "rt-users@lists.bestpractical.com" rt-users@lists.bestpractical.com
Date: Wednesday, May 11, 2011, 5:34 PM
Mike:

You need to explain what you mean by a specific type of
ticket??
If its only dependant on the queue, then there is a couple
of ways to do this,
If the same text for a selected number of queues , then in
Create.html define $ARGS{Content} with the text you wish
presented if ($QueueObj->Name) matches your condition.
If you wish a different text for each queue, then create a
queue template (for each queue you want to have pre-prepared
text) with the words you wish and pull the template content
into $ARGS{Content} in Create.html.

Regards;
Roy

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-
bounces@lists.bestpractical.com]
On Behalf Of Michael P. Carel
Sent: 11 May 2011 06:16
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Default Ticket Message Content
when composing new
ticket

Hi to all;

Is there a way I can have the RT ticket to have a
default or pre-encoded
message content when composing new ticket? Somewhat
auto content under the
"describe the issue below:" , but I need it for a
specific type of ticket
only and not applicable to all queue.

Thanks,

Mike

Tnx for the reply, what i meant was that the pre-prepared text is
dependent on a specific queue only. I’ve tried to Create template
under specific queue and encode the pre-prepared text under the
template and Create scrip under that specific queue with the
following details:

Queue template (Pre-Prepared text):
ThIS IS A TEST MESSAGE

Current queue SCRIP:
Condition: OnCorrespond
Action: OpenTicket
Template: Pre-Prepared text
Stage: TransactionCreate

But doesn’t work when I tried to open and compose the queue content,
I did not see the pre-prepared text “ThIS IS A TEST MESSAGE” under
the queue message body text box.

I don’t think the OpenTicket Action does what you think it does.
It opens a ticket whenever there is a correspondence.

Luckily it doesn’t look for a Template, otherwise you’d probably be
generating some interesting email on ever correspondence on a ticket.

As I believe someone mentioned earlier in the thread, you need to
write some custom code that uses a MessageBox callback. I believe
this has come up on the mailing list in the past, with example code.

-kevin