How to create "preps" in RT

Hello,

I want to create a number of pre-compiled email templates, which the user
can select and that will be added to the reply to the ticket. For example,
a template or a prep can be called “Regular” and this will have the
contents:

"Hi,

Thank you for sending us the email.

xxx

Thank you,

Onkar Singh"

So, let us say, there are three such templates (or “preps” as we like to
call them), and each one has a different content. I can select the
appropriate template from a list, and that will add the contents of this
template to the reply section of the ticket. Now, I can add my own content
to this (by replacing xxx) and send the ticket when I am done.

If you can guide me as to how this can be done, and if possible give me an
example, I will really appreciate it.

Thanks
onkar

You need to install RT’s RTFM extension:

http://www.bestpractical.com/rtfm/On Tue, Nov 29, 2005 at 09:16:51AM -0600, Onkar Singh wrote:

Hello,

I want to create a number of pre-compiled email templates, which the user
can select and that will be added to the reply to the ticket. For example,
a template or a prep can be called “Regular” and this will have the
contents:

"Hi,

Thank you for sending us the email.

xxx

Thank you,

Onkar Singh"

So, let us say, there are three such templates (or “preps” as we like to
call them), and each one has a different content. I can select the
appropriate template from a list, and that will add the contents of this
template to the reply section of the ticket. Now, I can add my own content
to this (by replacing xxx) and send the ticket when I am done.

If you can guide me as to how this can be done, and if possible give me an
example, I will really appreciate it.

Thanks
onkar


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Hello,

Thanks for your pointers. I finally had the RTFM installed. I am
partially getting the desired behavior. I will describe in step-by-step
what I did and then maybe you gentlemen can point to me my mistake. I
will be very thankful for your help: (I am really sorry for the length
of the email, but wanted to elaborate all the steps that I am doing):

  1. Created a class for RTFM called ‘TS-support-test’

  2. I created a CustomField called test-cf with the following properties:
    Name: test-cf
    Type: FreeformMultiple

  3. Then created a New Article under the ‘TS-support-test class’. I type
    the required text for this article by modifying the article. The text is:
    "Hello,
    Thanks for your email.
    {$Ticket->OwnerObj->Name()} Technical Support
    "
    I save the changes so that the RTFM article is created.

Now, here is the problem:

  1. When I go to reply to a ticket, I click on Reply and then click on
    "Extract Article". This does not give me a list of the RTFM articles,
    rather I have to type in “regular” in the search to find the article.
    Is there a setting that all the available RTFM articles are visible and
    the user just needs to select the one that he wants?

  2. The ticket’s owner is not extracted from the {
    $Ticket->OwnerObj->Name()}. Rather this is printed as such.
    How to fix this?

  3. The text of the extracted article is the following:
    "
    #2: Regular
    Regular Prep
    test-cf: Hello,
    Thank you for the email.
    $Ticket->OwnerObj->Name()
    Technical Support
    Wolfram Research
    "
    How to make sure that only the actual text of the article is extracted
    rather than the whole of the header information?

The documentation that I have is “RTFM The RT FAQ Manager”. If there is
any other source, please do point me to it.

Thanks a lot in advance,
Onkar

Howard Jones wrote: