Template replies

RT Users
1

Does anyone have anything set up where you have template replies for
common situations such as account creation?

A ticket might come in with a request that an account created. A tech
takes the ticket, creates the account, and sends a reply. Right now they
just keep the automated reply in a text file on their desktop and copy
and paste.

2

Does anyone have anything set up where you have template replies for
common situations such as account creation?

A ticket might come in with a request that an account created. A tech
takes the ticket, creates the account, and sends a reply. Right now they
just keep the automated reply in a text file on their desktop and copy
and paste.
Yes, see the wiki for info on Canned Responses. I updated one of them
to the the Ticket/Update.html/BeforeUpdateType callback:

<%init>
my $TicketObj = LoadTicket($ARGS{‘id’});
</%init>

Canned Response <& /Admin/Elements/SelectTemplate, Name => "Canned-Template", Queue => $TicketObj->QueueObj->id &>

This allows you to pick from existing templates and drop it into the textarea.
Cambridge Energy Alliance: Save money. Save the planet.

3

That’s what RTFM is for! http://bestpractical.com/rtfm/On Tue, Jan 20, 2009 at 2:41 PM, John Arends jarends@illinois.edu wrote:

Does anyone have anything set up where you have template replies for
common situations such as account creation?

A ticket might come in with a request that an account created. A tech
takes the ticket, creates the account, and sends a reply. Right now they
just keep the automated reply in a text file on their desktop and copy
and paste.

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