Form letters that are not scrip templates

We had hacked some form letter functionality into our 0.ancient version
of RT. I am hoping that RT3 has something along similar lines. Please
confirm or deny.

Certain requests come in again and again and should be given the same
(extensive) response. For example, “Has my application for graduate
admission been received/granted?” We need to reply manually to such
requests since I don’t think that we could generate a regex based filter
that automagically knew the incoming request should received that type
of response. Therefore, we should like to be able to hit ‘reply with
form letter’ and select a form letter with substituted values for
certain variables within the template.

Obviously if this is not already present I could use the existing
’browse’ button and the user could pull in something from the filesystem.

Another option would be to create a dedicated queue, have the ticket
placed in that queue if a human determined that it should be given a
form letter response and then have an ‘On Create’ scrip for that queue
only that sends a templated response. However, I suspect scalability
issues with this option, since I think I would need one queue per template.

I am rather new to RT and would therefore appreciate comments since I
don’t have a good feel for it yet.
Thanks.

Duncan Hutty
System Administrator, ECE
Carnegie Mellon University

Please use informative subject lines

We had hacked some form letter functionality into our 0.ancient version
of RT. I am hoping that RT3 has something along similar lines. Please
confirm or deny.

Certain requests come in again and again and should be given the same
(extensive) response. For example, “Has my application for graduate
admission been received/granted?” We need to reply manually to such
requests since I don’t think that we could generate a regex based filter
that automagically knew the incoming request should received that type
of response. Therefore, we should like to be able to hit ‘reply with
form letter’ and select a form letter with substituted values for
certain variables within the template.

This problem seems peripherally related to something I miss in RT, that I will
likely implement with a Custom Field – and that may solve this gent’s problem as
well:

For statistical purposes, it’s often useful to have a Resolution Category for each
ticket:

  • Problem Solved
  • No Problem Found
  • Could Not Reproduce
  • Fix Declined - Uneconomic
  • Broken Unit Replaced
  • Will Be Fixed In Upcoming Version

… and the like.

What the possible resolution reasons are,of course, depends on your
installation, and probably which queue you’re in.

It seems to me that, sufficiently expanded and combined with some custom scrips
and templates, such a system might solve Duncan’s problem as well.

Is it possible for a Ticket-level custom field to have different pull-down answers
in different queues? (IE: are ticket-level custom fields an attribute of a queue?
I think they are…)

Cheers,
– jra
Jay R. Ashworth jra@baylink.com
Designer Baylink RFC 2100
Ashworth & Associates The Things I Think '87 e24
St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274

  If you can read this... thank a system adminstrator.  Or two.  --me

Jay,

Is it possible for a Ticket-level custom field to have different pull-down
answers
in different queues? (IE: are ticket-level custom fields an attribute of
a queue?
I think they are…)

Yes. I’ve been using RT since 3.0.something, and queue-level ticket CFs
have been there since then.

In the 3.4 series, custom fields got much more flexible (and more
complicated). I like to think of them having 2 attributes (or
dimensions), ApplicableObject and Scope.

  • ApplicableObject would describe what kind of object you can attach a CF
    to. up to 3.2 this would only be Ticket. In 3.4 this can be Ticket, Group,
    User or Ticket Transaction. In the UI this also corresponds to which
    screen you would see the CF on - for example a CF applicable to User
    objects would appear on the User edit screen.

  • Scope would describe at what “level” the custom field applies. This can
    be Queue or Global. (for some CFs, Global may be the only applicable Scope
    value - e.g. Group CFs).

These two attributes together would describe where the CF fits in the RT
universe - for example a Global Ticket Transaction CF appears on any
transaction in the system while a Queue Ticket CF appears on tickets in a
particular queue.

Hope this is helpful.

Steve

At Thursday 3/10/2005 02:11 PM, Duncan Hutty wrote:

We had hacked some form letter functionality into our 0.ancient version of
RT. I am hoping that RT3 has something along similar lines. Please confirm
or deny.

Denied!

Certain requests come in again and again and should be given the same
(extensive) response. For example, “Has my application for graduate
admission been received/granted?” We need to reply manually to such
requests since I don’t think that we could generate a regex based filter
that automagically knew the incoming request should received that type of
response. Therefore, we should like to be able to hit ‘reply with form
letter’ and select a form letter with substituted values for certain
variables within the template.

If you are also using RTFM, you could create your form letters as FM
articles - RT provides a way of pulling articles into a reply or comment.
However, variable substitution wouldn’t be part of that - some custom
coding or hand-editing would be required.

Steve

Use a custom field. Allow the user to pick from a list of values, then
write a custom script (that is, “scrip”) that watches for changes to the
custom field. When it sees a change, it reads out the current value of
the field, sends the appropriate response from the value chosen and
resolves the ticket.

Rick R.

Duncan Hutty wrote:

We had hacked some form letter functionality into our 0.ancient version
of RT. I am hoping that RT3 has something along similar lines. Please
confirm or deny.

Certain requests come in again and again and should be given the same
(extensive) response. For example, “Has my application for graduate
admission been received/granted?” We need to reply manually to such
requests since I don’t think that we could generate a regex based filter
that automagically knew the incoming request should received that type
of response. Therefore, we should like to be able to hit ‘reply with
form letter’ and select a form letter with substituted values for
certain variables within the template.

Obviously if this is not already present I could use the existing
’browse’ button and the user could pull in something from the filesystem.

Another option would be to create a dedicated queue, have the ticket
placed in that queue if a human determined that it should be given a
form letter response and then have an ‘On Create’ scrip for that queue
only that sends a templated response. However, I suspect scalability
issues with this option, since I think I would need one queue per template.

I am rather new to RT and would therefore appreciate comments since I
don’t have a good feel for it yet.
Thanks.

Rick Russell
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