RT3 + Stock Answers

I needed the stock answers (Canned Response) functionality from RT2 in
RT3. Since the add-on had not been created yet, here is a quick hack to
insert “Stock Answers” into RT3.

I basically copied the two files (StockAnswers.html & ShowStockAnswers)
make it work on RT3.

Here is how it went:

Copy the webpage that updates the ticket to your local directory:
cp <RT_DIR>/share/html/Ticket/Update.html
<RT_DIR>/local/html/Ticket/Update.html

Next add the following line just below the code that creates the “Update
Type:” dropdown box (about line 74) or where ever you want the dropdown
box to appear.

Stock Answer: <& /Ticket/ShowStockAnswers, Queue => $TicketObj->QueueObj->Name &>

Copy StockAnswers.html & ShowStockAnswers (from your RT2 install or
download it from the contrib di) into the same directory as above
(<RT_DIR>/local/html/Ticket/)

edit ShowStockAnswers, change line 59
from:
my $templateDir="$RT::MasonLocalComponentRoot/…/…/templates/";
to:
my $templateDir="$RT::MasonLocalComponentRoot/…/templates/";

copy your stock answers (from RT2 install) to:
<RT_DIR>/local/templates/<queue_name>/<stock_answer>

That did it for me.

Enjoy

Nathan Evans

Dear RT list folks,

When including an article out of RTFM into a ticket resolution window,
the result is that a header is also included that might resemble this:

#18: Title Of Article

Longer Descriptive Title Of Article

ArticleText:

I was just wondering, if it would be possible, to not include all
the header stuff? RTFM for us is more of a “send once to customer”
rather than a “link them to the archives in RT” type of thing … the
header info just gets in the way (Article 18? Of what document?)

Thats all, no big deal, just curious if this is possible or if anybody
has done it.

You can change the file Mason component

./RTFM-2.0.3rc6/html/RTFM/Article/Elements/Preformatted

I changed our to eliminate all headers, and just add to the MessageBox a
single RTFM custom field called “Body” - the text of the article.-----Original Message-----
From: David M Dennis [mailto:dmd@speakeasy.org]
Sent: Tuesday, March 09, 2004 12:33 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] RTFM text headers

Dear RT list folks,

When including an article out of RTFM into a ticket resolution window,
the result is that a header is also included that might resemble this:

#18: Title Of Article

Longer Descriptive Title Of Article

ArticleText:

I was just wondering, if it would be possible, to not include all
the header stuff? RTFM for us is more of a “send once to customer”
rather than a “link them to the archives in RT” type of thing … the
header info just gets in the way (Article 18? Of what document?)

Thats all, no big deal, just curious if this is possible or if anybody
has done it.

rt-users mailing list
rt-users@lists.bestpractical.com
http://lists.bestpractical.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm