[rt-users] Tool for canned responses
Wozz
wozz+rt at wookie.net
Sun Aug 6 01:27:58 EDT 2000
That did it! Thanks!
On Sat, Aug 05, 2000 at 10:21:09PM -0700, Marc Hedlund wrote:
>
> Hm, maybe I left out something. I bet I know what it is -- you probably
> have to add
> name=\"reply\"
> to the form tag just above the place I said to put the script tag. So,
> the whole part of forms.pm (lines 373-381) should look like this:
>
> ---begin---
>
> print "<form action=\"$ScriptURL\" method=\"post\" name=\"reply\" $target>
> <input type=\"hidden\" name=\"serial_num\" value=\"$serial_num\">";
> &UpdateOptions();
>
> print "<input type=\"hidden\" name=\"do_req_respond\" value=\"true\">
> <script language=\"JavaScript1.1\" src=\"/etc/rt/canned.js\"></script>
>
> <font size=\"$MESSAGE_FONT\">
> <br><textarea rows=15 cols=78 name=\"content\" WRAP=HARD>
>
> ---end---
>
> I'll change the script and report it so you don't have to do that. (I'm
> also adding sorted question names per another request.) Sorry about the
> omission!
>
> -Marc <marc at popularpower.com>
>
> Give your computer something to dream about. (tm)
> Popular Power - www.popularpower.com
>
>
> On Sat, 5 Aug 2000, Wozz wrote:
>
> > Great job!
> >
> > Only one problem I've found.
> >
> > When I select a response, I get the following javascript error and nothing is
> > written to the test area:
> >
> > Line: 34
> > Char: 1
> > Error: 'document.reply.content' is not an object
> > Code: 0
> >
> > I know nothing about javascript, but I assume this is supposed to be the
> > pre-existing content of the reply textarea, but I don't see where you get that
> > data from initially. Any ideas?
> >
> > On Sat, Aug 05, 2000 at 07:30:03PM -0700, Marc Hedlund wrote:
> > >
> > > We use RT to track feedback on our site. We often get frequently asked
> > > questions (despite a FAQ list...) and want to quickly respond to them. I
> > > wrote a utility to use JavaScript to insert a set of canned responses into
> > > the reply form in RT, and thought it might be useful to others.
> > >
> > > It will require a little configuration, which is documented in comments at
> > > the head of the script. Basically you make a directory of canned
> > > responses, where the first line of each file is a description, and the
> > > rest is the response. Then run the script, and modify one line of
> > > rt/lib/rt/ui/web/forms.pm to point to the generated JavaScript
> > > file. That's all it should take.
> > >
> > > Let me know if you have suggestions or wind up using this. Enjoy.
> > >
> > > -Marc <marc at popularpower.com>
> > >
> > > Give your computer something to dream about. (tm)
> > > Popular Power - www.popularpower.com
> > >
> >
> > Content-Description: cannery - perl RT utility
> > > #!/usr/bin/perl -w
> > >
> > > # cannery - produce a JavaScript file to insert canned responses for RT
> > > # Copyright (c) 2000 Marc Hedlund <marc at popularpower.com>
> > >
> > > ###########
> > > # LICENSE #
> > > ###########
> > >
> > > # This program is free software; you can redistribute it and/or modify
> > > # it under the terms of the GNU General Public License as published by
> > > # the Free Software Foundation; either version 2 of the License, or
> > > # (at your option) any later version.
> > > #
> > > # This program is distributed in the hope that it will be useful, but
> > > # WITHOUT ANY WARRANTY; without even the implied warranty of
> > > # MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the GNU
> > > # General Public License for more details.
> > > #
> > > # You should have received a copy of the GNU General Public License
> > > # along with this program; if not, write to the Free Software
> > > # Foundation, Inc., 59 Temple Place, Suite 330, Boston, MA 02111-1307
> > > # USA
> > >
> > > ################
> > > # INSTRUCTIONS #
> > > ################
> > >
> > > # This script auto-generates a JavaScript file (canned.js) to write a
> > > # 'select' pop-up menu into the RT reply form, from which an RT queue
> > > # member can select a canned response to insert into the reply
> > > # textarea. (See <http://www.fsck.com/projects/rt/> for more about
> > > # RT.) Canned responses are read from a set of plaintext files in the
> > > # firectory named by $formdir, below. These files should be written
> > > # so that the first line describes the canned response -- this is the
> > > # line that will be shown in the pop-up menu. The rest of the file is
> > > # the response itself, which will be inserted into the top of the
> > > # reply textarea.
> > > #
> > > # Running this script will write the JavaScript file into the $basedir
> > > # directory specified below, which should be a directory in the
> > > # document root of the Web server running RT. Once that is done,
> > > # insert the following line at line 378 rt/lib/rt/ui/web/forms.pm
> > > # (relative to the rt home directory), just above the textarea tag:
> > > #
> > > # <script language=\"JavaScript1.1\" src=\"/etc/rt/canned.js\"></script>
> > > #
> > > # where "/etc/rt/canned.js" points to the file generated by running
> > > # this script, starting at the document root of the Web server.
> > > #
> > > # That's all you should have to do to install canned responses. When
> > > # you come up with more to add, just drop them in the 'uncanned'
> > > # directory and re-run 'cannery' -- they will be added immediately.
> > > #
> > > # If you have comments or suggestions about this script, please let me
> > > # know. Thanks! --Marc Hedlund <marc at popularpower.com>
> > >
> > > use strict;
> > > use diagnostics;
> > >
> > > my $basedir = "/home/www/in.popularpower.com/etc/rt";
> > > my $formdir = "$basedir/uncanned";
> > >
> > > open(INSERT, ">$basedir/canned.js")
> > > or die "Unable to write to canned.js: $!\n";
> > >
> > > print INSERT &header();
> > >
> > > opendir(FORMS, "$formdir")
> > > or die "Unable to read $formdir: $!\n";
> > >
> > > my @formletters = grep { $_ ne '.' and $_ ne '..' } readdir FORMS;
> > >
> > > closedir FORMS;
> > >
> > > my $bodyformat = <<'FORMAT';
> > > ~~ "^<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<< " +
> > > FORMAT
> > >
> > > for (my $idx = 0; $idx < scalar(@formletters); $idx++) {
> > > my $formfile = $formletters[$idx];
> > >
> > > open(FORM, "$formdir/$formfile")
> > > or warn "Unable to open $formfile: $!\n";
> > >
> > > my $linecount = '';
> > > my @formlines = map {
> > > if ($_ =~ /\w/) {
> > > $linecount++;
> > > chomp $_;
> > > $_ =~ s/\"/\\\"/g;
> > > $_ . " ";
> > > } elsif ($linecount > 1) {
> > > '\n\n';
> > > } else {
> > > '';
> > > }
> > > } <FORM>;
> > >
> > > close FORM;
> > >
> > > my $question = shift @formlines;
> > > my $answer = join('', @formlines);
> > > my $formanswer = swrite($bodyformat, $answer);
> > >
> > > $question =~ s/\s+$//;
> > > $formanswer =~ s/\s+\"\s\+\s*$/\ \"\ \+/mg;
> > >
> > > print qq(Writing template "$question"...\n);
> > >
> > > print INSERT "new template(\"$formfile\", \"$question\",\n$formanswer\n";
> > > print INSERT ' "\n\n");' . "\n\n";
> > > }
> > >
> > > while (my $line = <DATA>) {
> > > print INSERT $line;
> > > }
> > >
> > > sub swrite {
> > > my $format = shift;
> > > $^A = "";
> > > formline($format, @_);
> > > return $^A;
> > > }
> > >
> > > sub header {
> > > return <<'HEADER';
> > > /*
> > > * This file is auto-generated by the "cannery" script.
> > > * Please don't edit this file -- edit the "cannery" script and
> > > * re-run it instead. If you want to enter a new template, just put a
> > > * new plaintext file in the "formletters" directory, where the first
> > > * line is the question to be answered, and the rest of the lines are
> > > * the answer.
> > > *
> > > * "cannery" written by Marc Hedlund <marc at popularpower.com>
> > > */
> > >
> > > /*
> > > * Set up data structures
> > > */
> > >
> > > var questions = new Object();
> > > var answers = new Object();
> > >
> > > /*
> > > * Build the canned response entries. These are drawn from the
> > > * "uncanned" directory.
> > > */
> > >
> > > HEADER
> > > }
> > >
> > > __DATA__
> > > /*
> > > * This is the closing line that will be inserted at the bottom of
> > > * every template.
> > > */
> > >
> > > var closing = "Thanks very much for taking the time to write to us!\n\n";
> > >
> > > /*
> > > * Nothing below here should be changed in the usual case -- this is
> > > * just the 'guts'. If you do make changes below that you think would
> > > * be generally useful, let me know! <marc at popularpower.com>
> > > */
> > >
> > > // Write out the select tag and the embedded option tags.
> > >
> > > writeMenu();
> > >
> > > // Functions, called above or from the HTML page.
> > >
> > > /*
> > > * Adds an entry to the canned response collection.
> > > */
> > >
> > > function template(key, question, answer) {
> > > questions[key] = question;
> > > answers[key] = answer;
> > > }
> > >
> > > /*
> > > * Writes a menu of canned responses into the current HTML page
> > > */
> > >
> > > function writeMenu() {
> > > document.writeln('<br><select name="templates" size="1"' +
> > > 'onChange="insert(document.reply.content, ' +
> > > 'document.reply.templates)">');
> > >
> > > document.writeln(' <option value="none" selected>Select a template...');
> > >
> > > for (var key in questions) {
> > > document.writeln(' <option value="' + key + '">' + questions[key]);
> > > }
> > >
> > > document.write("</select>\n\n");
> > > }
> > >
> > > /*
> > > * Inserts a canned response selected by the user into the reply
> > > * textarea.
> > > */
> > >
> > > function insert(textarea, select) {
> > > for (var i = 0; i < select.options.length; i++) {
> > > var option = select.options[i];
> > > if (option.selected && option.value != "none") {
> > > textarea.value =
> > > answers[option.value] + closing + textarea.value;
> > > }
> > > }
> > > }
> >
> >
>
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