StockAnswers-like functionality for RT3.0

RT Users
1

All –

Having investigated StockAnswers for RT 2.0, I’d like to implement similar
functionality for RT 3.0.

I have a couple of problems with the way StockAnswers was done previously:

  • Relies on storing answers in JavaScript
  • Answer templates are stored in the filesystem rather than the DB

I think it would be cool to have a drop down in the “Update Ticket” screen
that would let you:

  • select a canned reply from a list of titled inquiries
  • refresh screen with that canned reply populated into the text box

The canned replies could either live in a new table, or they could be just
Templates. I’m not sure of the religious implications of that choice.

Anyway, this seems to me to be a simple way to get this sort of
functionality without re-inventing the wheel too badly. Thoughts? I
think this should be a standard feature in RT 3.x. Can we make it happen?

Thanks,
Dave

David C. Troy [dave@toad.net] 410-384-2500 Sales
ToadNet - Want to go fast? 410-544-1329 FAX
570 Ritchie Highway, Severna Park, MD 21146-2925 www.toad.net

2

I have a couple of problems with the way StockAnswers was done previously:

  • Relies on storing answers in JavaScript

I thought javascript was just the method to insert the stockanswer content
into the ticket - how is it stored?

I think it would be cool to have a drop down in the “Update Ticket” screen
that would let you:

  • select a canned reply from a list of titled inquiries
  • refresh screen with that canned reply populated into the text box

Isn’t this how stockanswers currently works? I already integrated
stockanswers into RT3 (no code changes needed other than the html files for
the stockanswers link).

Anyway, this seems to me to be a simple way to get this sort of
functionality without re-inventing the wheel too badly. Thoughts? I
think this should be a standard feature in RT 3.x. Can we make it happen?

Ideally this is what RTFM will be able to do. That seems a better route
than redoing stockanswers.

  • mz
3

Your really, really want to have a look at RTFM, Best Practical’s new
Knowledge Base tool, that’s currently in beta. Right now, the only bit
that’s different from how you describe it is that RTFM lets you search
for articles from the “Update” page, rather than just giving you a
dropdown list, but that’s easy to customize.

http://fsck.com/pub/rt/devel/rtfm-2-0-beta-2.tar.gzOn Sat, Mar 15, 2003 at 12:27:42PM -0500, David C. Troy wrote:

All –

Having investigated StockAnswers for RT 2.0, I’d like to implement similar
functionality for RT 3.0.

I have a couple of problems with the way StockAnswers was done previously:

  • Relies on storing answers in JavaScript
  • Answer templates are stored in the filesystem rather than the DB

I think it would be cool to have a drop down in the “Update Ticket” screen
that would let you:

  • select a canned reply from a list of titled inquiries
  • refresh screen with that canned reply populated into the text box

The canned replies could either live in a new table, or they could be just
Templates. I’m not sure of the religious implications of that choice.

Anyway, this seems to me to be a simple way to get this sort of
functionality without re-inventing the wheel too badly. Thoughts? I
think this should be a standard feature in RT 3.x. Can we make it happen?

Thanks,
Dave

=====================================================================
David C. Troy [dave@toad.net] 410-384-2500 Sales
ToadNet - Want to go fast? 410-544-1329 FAX
570 Ritchie Highway, Severna Park, MD 21146-2925 www.toad.net

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

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

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

4

OK, will do now. I had gotten a little different impression about what
RTFM’s place in the world was, but admittedly it sounds like it’s the
general idea I was discussing. Thanks for the quick reply.

Regards,
Dave

David C. Troy [dave@toad.net] 410-384-2500 Sales
ToadNet - Want to go fast? 410-544-1329 FAX
570 Ritchie Highway, Severna Park, MD 21146-2925 www.toad.netOn Sat, 15 Mar 2003, Jesse Vincent wrote:

Your really, really want to have a look at RTFM, Best Practical’s new
Knowledge Base tool, that’s currently in beta. Right now, the only bit
that’s different from how you describe it is that RTFM lets you search
for articles from the “Update” page, rather than just giving you a
dropdown list, but that’s easy to customize.

http://fsck.com/pub/rt/devel/rtfm-2-0-beta-2.tar.gz

On Sat, Mar 15, 2003 at 12:27:42PM -0500, David C. Troy wrote:

All –

Having investigated StockAnswers for RT 2.0, I’d like to implement similar
functionality for RT 3.0.

I have a couple of problems with the way StockAnswers was done previously:

  • Relies on storing answers in JavaScript
  • Answer templates are stored in the filesystem rather than the DB

I think it would be cool to have a drop down in the “Update Ticket” screen
that would let you:

  • select a canned reply from a list of titled inquiries
  • refresh screen with that canned reply populated into the text box

The canned replies could either live in a new table, or they could be just
Templates. I’m not sure of the religious implications of that choice.

Anyway, this seems to me to be a simple way to get this sort of
functionality without re-inventing the wheel too badly. Thoughts? I
think this should be a standard feature in RT 3.x. Can we make it happen?

Thanks,
Dave

=====================================================================
David C. Troy [dave@toad.net] 410-384-2500 Sales
ToadNet - Want to go fast? 410-544-1329 FAX
570 Ritchie Highway, Severna Park, MD 21146-2925 www.toad.net

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

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

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

5

Your really, really want to have a look at RTFM, Best Practical’s new
Knowledge Base tool, that’s currently in beta. Right now, the only bit
that’s different from how you describe it is that RTFM lets you search
for articles from the “Update” page, rather than just giving you a
dropdown list, but that’s easy to customize.

http://fsck.com/pub/rt/devel/rtfm-2-0-beta-2.tar.gz

Is there an overview of how this is supposed to work anywhere? I’m
getting an error creating the articles and thought I’d wait for your next
release to work on it, but I’d like to know how the tickets from RT
relate to the articles from RTFM. Will it do some sort of matching
on the new custom fields to find the likely choices?

Les Mikesell
les@futuresource.com

6

From: “Jesse Vincent” jesse@bestpractical.com

Your really, really want to have a look at RTFM, Best Practical’s new
Knowledge Base tool, that’s currently in beta. Right now, the only bit
that’s different from how you describe it is that RTFM lets you search
for articles from the “Update” page, rather than just giving you a
dropdown list, but that’s easy to customize.

http://fsck.com/pub/rt/devel/rtfm-2-0-beta-2.tar.gz

Is there an overview of how this is supposed to work anywhere? I’m
getting an error creating the articles and thought I’d wait for your next
release to work on it, but I’d like to know how the tickets from RT
relate to the articles from RTFM.

So, if you don’t report those errors, they won’t get fixed. You should
be posting error reports to rt-devel@lists.fsck.com

Will it do some sort of matching on the new custom fields to find the likely choices?

Not currently, though we’d be thrilled to build something like that for
a client.

Les Mikesell
les@futuresource.com

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

7

OK, will do now. I had gotten a little different impression about what
RTFM’s place in the world was, but admittedly it sounds like it’s the
general idea I was discussing. Thanks for the quick reply.

Like RT, RTFM fills several different roles. :wink:

Regards,
Dave

=====================================================================
David C. Troy [dave@toad.net] 410-384-2500 Sales
ToadNet - Want to go fast? 410-544-1329 FAX
570 Ritchie Highway, Severna Park, MD 21146-2925 www.toad.net

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

8

Jesse,

I have everything installed, seemingly OK. The links to delele and modify
an article don’t work. Is that to be expected at present or do I have
something hosed?

Thanks,
Dave

David C. Troy [dave@toad.net] 410-384-2500 Sales
ToadNet - Want to go fast? 410-544-1329 FAX
570 Ritchie Highway, Severna Park, MD 21146-2925 www.toad.netOn Sat, 15 Mar 2003, Jesse Vincent wrote:

On Sat, Mar 15, 2003 at 12:42:56PM -0500, David C. Troy wrote:

OK, will do now. I had gotten a little different impression about what
RTFM’s place in the world was, but admittedly it sounds like it’s the
general idea I was discussing. Thanks for the quick reply.

Like RT, RTFM fills several different roles. :wink:

Regards,
Dave

=====================================================================
David C. Troy [dave@toad.net] 410-384-2500 Sales
ToadNet - Want to go fast? 410-544-1329 FAX
570 Ritchie Highway, Severna Park, MD 21146-2925 www.toad.net

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