Reply Teplates

Peter_Haag · November 4, 2003, 2:30pm

Dear all,
While thinking about the handling procedures within SWITCH-CERT, I came to
the conclusion, that it would be nice to have predefined answer templates
in RTIR especially for the Incident Report queue. Handling default answers
would become more easy.

So I started writing an extension for RT/RTIR to handle Reply Templates
according to the following idea:

Define as many default reply templates as normal templates in RTIR.
Create a CustomFiled named ‘Reply Template’ for those queues you want to
have this feature.
Add all the names of your reply templates to this custom field.

done.

Working with the Reply Templates:

Any open ticket, in a queue with a CustomFiled named ‘Reply Template’ has
automatically an additional link in the History part of the ticket named
“Template” to the left of any “Reply” link:
[ Template ] [ Reply ] [ Comment ]

Clicking on to the Template link brings up a selection box, and lets you
choose from a reply template. Selecting a template continues with the
Update dialog as the standard reply does, but with the choosen reply
template already filled in.

So far it seems to work pretty well, and I have the following questions:

Who’s interrested in this feature as well?
Who wants to beta test the template issue? ( I’ll send the diffs to the
list as soon as I’m done ).
Is there a possibility to implement this feature in the standard
RT/RTIR. I spend my code as a startup.

Thanks

- Peter

_______ SWITCH - The Swiss Education and Research Network ______
Peter Haag, Security Engineer, Member of SWITCH CERT
PGP fingerprint: D9 31 D5 83 03 95 68 BA FB 84 CA 94 AB FC 5D D7
SWITCH, Limmatquai 138, CH-8001 Zurich, Switzerland
E-mail: peter.haag@switch.ch Web: http://www.switch.ch/

John_Green · November 4, 2003, 3:28pm

Dear all,
While thinking about the handling procedures within SWITCH-CERT, I came to
the conclusion, that it would be nice to have predefined answer templates
in RTIR especially for the Incident Report queue. Handling default answers
would become more easy.

What differences are there between this and RTFM?

Thanks
John

Peter_Haag · November 5, 2003, 1:41pm

Dear all,
While thinking about the handling procedures within SWITCH-CERT, I came
to the conclusion, that it would be nice to have predefined answer
templates in RTIR especially for the Incident Report queue. Handling
default answers would become more easy.

What differences are there between this and RTFM?

I don’t like to have the article ID, article description and CustomeFiled
Name automatically inserted into the message. And I found no possibility to
switch that off. I simply want to have some text at the beginning of my
message.

- Peter

Thanks
John

_______ SWITCH - The Swiss Education and Research Network ______
Peter Haag, Security Engineer, Member of SWITCH CERT
PGP fingerprint: D9 31 D5 83 03 95 68 BA FB 84 CA 94 AB FC 5D D7
SWITCH, Limmatquai 138, CH-8001 Zurich, Switzerland
E-mail: peter.haag@switch.ch Web: http://www.switch.ch/

Peter_Haag · November 5, 2003, 1:59pm

Dear all,
While thinking about the handling procedures within SWITCH-CERT, I came
to the conclusion, that it would be nice to have predefined answer
templates in RTIR especially for the Incident Report queue. Handling
default answers would become more easy.

What differences are there between this and RTFM?

I don’t like to have the article ID, article description and CustomeFiled
Name automatically inserted into the message. And I found no possibility to
switch that off. I simply want to have some text at the beginning of my
message.

- Peter

Thanks
John

_______ SWITCH - The Swiss Education and Research Network ______
Peter Haag, Security Engineer, Member of SWITCH CERT
PGP fingerprint: D9 31 D5 83 03 95 68 BA FB 84 CA 94 AB FC 5D D7
SWITCH, Limmatquai 138, CH-8001 Zurich, Switzerland
E-mail: peter.haag@switch.ch Web: http://www.switch.ch/

Jesse_Vincent · November 5, 2003, 5:34pm

I don’t like to have the article ID, article description and CustomeFiled
Name automatically inserted into the message. And I found no possibility to
switch that off. I simply want to have some text at the beginning of my
message.

That’s actually a pretty easy change. Just customize
local/html/RTFM/Article/Elements/Preformatted.

Perhaps in a future rev, we’ll turn that into an RT template.

Peter

Thanks
John

–
_______ SWITCH - The Swiss Education and Research Network ______
Peter Haag, Security Engineer, Member of SWITCH CERT
PGP fingerprint: D9 31 D5 83 03 95 68 BA FB 84 CA 94 AB FC 5D D7
SWITCH, Limmatquai 138, CH-8001 Zurich, Switzerland
E-mail: peter.haag@switch.ch Web: http://www.switch.ch/

RTIR mailing list
RTIR@lists.bestpractical.com
The rtir Archives

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Peter_Haag · November 6, 2003, 7:28am

I don’t like to have the article ID, article description and
CustomeFiled Name automatically inserted into the message. And I found
no possibility to switch that off. I simply want to have some text at
the beginning of my message.

That’s actually a pretty easy change. Just customize
local/html/RTFM/Article/Elements/Preformatted.

Thanks - I’ll have a lock at it.

Jesse - another question: Is there a docu - even a small or unofficial one,
for developers, which describes a bit better this callback thing, or a
small howto for the _LOCAL classes. It would help a lot.

Many thanks.

- Peter

Perhaps in a future rev, we’ll turn that into an RT template.

j

Peter

Thanks
John

–
_______ SWITCH - The Swiss Education and Research Network ______
Peter Haag, Security Engineer, Member of SWITCH CERT
PGP fingerprint: D9 31 D5 83 03 95 68 BA FB 84 CA 94 AB FC 5D D7
SWITCH, Limmatquai 138, CH-8001 Zurich, Switzerland
E-mail: peter.haag@switch.ch Web: http://www.switch.ch/

RTIR mailing list
RTIR@lists.bestpractical.com
The rtir Archives

–
Request Tracker... So much more than a help desk — Best Practical Solutions – Trouble Ticketing. Free.

_______ SWITCH - The Swiss Education and Research Network ______
Peter Haag, Security Engineer, Member of SWITCH CERT
PGP fingerprint: D9 31 D5 83 03 95 68 BA FB 84 CA 94 AB FC 5D D7
SWITCH, Limmatquai 138, CH-8001 Zurich, Switzerland
E-mail: peter.haag@switch.ch Web: http://www.switch.ch/

Peter_Haag · November 6, 2003, 1:33pm

Find appended the module for selecting a Reply Template in the message
reply dialog. Does not need RTFM. Small, simple but effective.
Tested with rt 3.0.6

- Peter--On Donnerstag, 6. November 2003 8:28 Uhr +0100 Peter Haag  <haag@switch.ch> wrote:

–On Mittwoch, 5. November 2003 12:34 Uhr -0500 Jesse Vincent jesse@bestpractical.com wrote:

On Wed, Nov 05, 2003 at 02:59:06PM +0100, Peter Haag wrote:

I don’t like to have the article ID, article description and
CustomeFiled Name automatically inserted into the message. And I found
no possibility to switch that off. I simply want to have some text at
the beginning of my message.

That’s actually a pretty easy change. Just customize
local/html/RTFM/Article/Elements/Preformatted.

Thanks - I’ll have a lock at it.

Jesse - another question: Is there a docu - even a small or unofficial
one, for developers, which describes a bit better this callback thing, or
a small howto for the _LOCAL classes. It would help a lot.

Many thanks.
- Peter
Perhaps in a future rev, we’ll turn that into an RT template.

j

Peter

Thanks
John

–
_______ SWITCH - The Swiss Education and Research Network ______
Peter Haag, Security Engineer, Member of SWITCH CERT
PGP fingerprint: D9 31 D5 83 03 95 68 BA FB 84 CA 94 AB FC 5D D7
SWITCH, Limmatquai 138, CH-8001 Zurich, Switzerland
E-mail: peter.haag@switch.ch Web: http://www.switch.ch/

RTIR mailing list
RTIR@lists.bestpractical.com
The rtir Archives

–
Request Tracker... So much more than a help desk — Best Practical Solutions – Trouble Ticketing. Free.

–
_______ SWITCH - The Swiss Education and Research Network ______
Peter Haag, Security Engineer, Member of SWITCH CERT
PGP fingerprint: D9 31 D5 83 03 95 68 BA FB 84 CA 94 AB FC 5D D7
SWITCH, Limmatquai 138, CH-8001 Zurich, Switzerland
E-mail: peter.haag@switch.ch Web: http://www.switch.ch/

RTIR mailing list
RTIR@lists.bestpractical.com
The rtir Archives

_______ SWITCH - The Swiss Education and Research Network ______
Peter Haag, Security Engineer, Member of SWITCH CERT
PGP fingerprint: D9 31 D5 83 03 95 68 BA FB 84 CA 94 AB FC 5D D7
SWITCH, Limmatquai 138, CH-8001 Zurich, Switzerland
E-mail: peter.haag@switch.ch Web: http://www.switch.ch/

srtl.tar.gz (1.69 KB)

Jesse_Vincent · November 11, 2003, 6:10pm

I don’t like to have the article ID, article description and
CustomeFiled Name automatically inserted into the message. And I found
no possibility to switch that off. I simply want to have some text at
the beginning of my message.

That’s actually a pretty easy change. Just customize
local/html/RTFM/Article/Elements/Preformatted.

Thanks - I’ll have a lock at it.

Jesse - another question: Is there a docu - even a small or unofficial one,
for developers, which describes a bit better this callback thing, or a
small howto for the _LOCAL classes. It would help a lot.

IIRC, the callbacks are written up in RT::StyleGuide (which should be in
recent releases of base RT or at least 3.0.7prex)

I don’t have a good written bit about the overlays, but iirc I talked
about it at perlworkshop.dk. And my perlworkshop talk is online there

Best
Jesse

Many thanks.

Peter

Perhaps in a future rev, we’ll turn that into an RT template.

j

Peter

Thanks
John

–
_______ SWITCH - The Swiss Education and Research Network ______
Peter Haag, Security Engineer, Member of SWITCH CERT
PGP fingerprint: D9 31 D5 83 03 95 68 BA FB 84 CA 94 AB FC 5D D7
SWITCH, Limmatquai 138, CH-8001 Zurich, Switzerland
E-mail: peter.haag@switch.ch Web: http://www.switch.ch/

RTIR mailing list
RTIR@lists.bestpractical.com
The rtir Archives

–
Request Tracker... So much more than a help desk — Best Practical Solutions – Trouble Ticketing. Free.

–
_______ SWITCH - The Swiss Education and Research Network ______
Peter Haag, Security Engineer, Member of SWITCH CERT
PGP fingerprint: D9 31 D5 83 03 95 68 BA FB 84 CA 94 AB FC 5D D7
SWITCH, Limmatquai 138, CH-8001 Zurich, Switzerland
E-mail: peter.haag@switch.ch Web: http://www.switch.ch/

RTIR mailing list
RTIR@lists.bestpractical.com
The rtir Archives

Request Tracker... So much more than a help desk — Best Practical Solutions – Trouble Ticketing. Free.