[rt-users] Tool for canned responses
Marc Hedlund
marc at popularpower.com
Sun Aug 6 01:21:09 EDT 2000
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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