[rt-users] Canned Responses to Tickets

[David C. Troy]

Aaron,

Take a look at 'StockAnswers' in the contrib section.  It will do this.

However, with all due respect to its author, I agree with you that tying
the replies into the database (in the Templates) section wakes way more
sense than storing them separately in the filesystem the way StockAnswers
does.  One of the reasons we all use RT is to take advantage of its
distributed, collaborative security model, and StockAnswers breaks that by
requiring that a user play with Unix files.

StockAnswers also (apparently, correct me if I'm wrong) squirts down EVERY
stock reply with EVERY 'Update' page (so that they can be selected via
Javascript, client side), which seems to me to be wasteful and inelegant,
though certainly understandable and practical.

Though I know many folks are using StockAnswers successfully, how about
giving access to Templates for user replies?  Is this an easy change
Jesse?

Dave

=====================================================================
David C. Troy   [dave at toad.net]                   410-544-6193 Sales
ToadNet - Want to go fast?                        410-544-1329 FAX
570 Ritchie Highway, Severna Park, MD 21146-2925  www.toad.net

On Tue, 2 Apr 2002, Aaron T Porter wrote:

>
> 	Working my way back through the 19mb of list archives, but I
> haven't found an answer to this yet...
>
> 	What I'd like to be able to do is send Templated responses from
> the "Ticket:Update" page, basically a pulldown menu of canned answers to
> FAQs that I can't easily regexp with a Scrip. Has anyone done something
> like this yet? If I'm going to end up coding this myself, is my first
> impulse to tie into the existing Scrips/Templates system a good one?
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>