[rt-users] Template replies

[Jerrad Pierce]

On Tue, Jan 20, 2009 at 14:41, John Arends <jarends at 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.
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>

  <tr><td class="label">Canned Response</td>
  <td>
  <& /Admin/Elements/SelectTemplate, Name => "Canned-Template", Queue
=> $TicketObj->QueueObj->id &>
  <input type="submit" name="select_template" value="Load">
  </td></tr>

This allows you to pick from existing templates and drop it into the textarea.
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