Rtfm & stockanswers - the same?

RT Users
1

Before I go installing RT/FM, is it similiar to StockAnswers in that I can
insert canned responses into a ticket?

matthew zeier | “Nothing in life is to be feared.
InteleNet Communications, Inc. | It is only to be understood.”
(949) 784-7904 | - Marie Curie

2

Before I go installing RT/FM, is it similiar to StockAnswers in that I can
insert canned responses into a ticket?

Among othher things, yes, it has that functionality. There’s some
verbiage on the corporate website at http://www.bestpractical.com

–
matthew zeier | “Nothing in life is to be feared.
InteleNet Communications, Inc. | It is only to be understood.”
(949) 784-7904 | - Marie Curie

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3

Jesse Vincent wrote:

Before I go installing RT/FM, is it similiar to StockAnswers in that I can
insert canned responses into a ticket?

Among othher things, yes, it has that functionality. There’s some
verbiage on the corporate website at http://www.bestpractical.com

Is this functionality really in a working state? I can’t get RT to
insert ticket content with current versions.

Marcus

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4

Among othher things, yes, it has that functionality. There’s some
verbiage on the corporate website at http://www.bestpractical.com

Is this functionality really in a working state? I can’t get RT to
insert ticket content with current versions.

It works here. Are you sure you’ve set up the apropriate freeform text
custom fields?

-j

Marcus

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http://www.securemail.no

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5

Before I go installing RT/FM, is it similiar to StockAnswers in that I
can
insert canned responses into a ticket?

Among othher things, yes, it has that functionality. There’s some
verbiage on the corporate website at http://www.bestpractical.com

Perhaps I’m not doing it correctly.

On Update.html I see:

Search for RTFM articles matching:
Include RTFM article:

When I type in “maintenance-template” and click “go”, the screen refreshes
with an additional copy of my signature in the message body.

I have a customized version of Update.html in local/html/Ticket/Update.html
but a diff doesn’t show anything that’s significant.

6

matthew zeier wrote:

Perhaps I’m not doing it correctly.

On Update.html I see:

Search for RTFM articles matching:
Include RTFM article:

When I type in “maintenance-template” and click “go”, the screen refreshes
with an additional copy of my signature in the message body.

I see the same behaviour. Also, RT bombs out on me when I try to click
‘links’ on the ticket after doing this. Jesse, I have a SingleText
custom field where my content go. FreeFormSingle doesn’t seem
apropriate for this? Is that what I should have used?

Marcus