[rt-users] StockAnswers-like functionality for RT3.0

[Jesse Vincent]

Your really, really want to have a look at RTFM, Best Practical's new
Knowledge Base tool, that's currently in beta.  Right now, the only bit
that's different from how you describe it is that RTFM lets you search
for articles from the "Update" page, rather than just giving you a
dropdown list, but that's easy to customize.

http://fsck.com/pub/rt/devel/rtfm-2-0-beta-2.tar.gz


On Sat, Mar 15, 2003 at 12:27:42PM -0500, David C. Troy wrote:
> 
> All --
> 
> Having investigated StockAnswers for RT 2.0, I'd like to implement similar 
> functionality for RT 3.0.
> 
> I have a couple of problems with the way StockAnswers was done previously:
> 
>  - Relies on storing answers in JavaScript
>  - Answer templates are stored in the filesystem rather than the DB
> 
> I think it would be cool to have a drop down in the "Update Ticket" screen 
> that would let you:
> 
>  - select a canned reply from a list of titled inquiries
>  - refresh screen with that canned reply populated into the text box
> 
> The canned replies could either live in a new table, or they could be just 
> Templates.  I'm not sure of the religious implications of that choice.
> 
> Anyway, this seems to me to be a simple way to get this sort of 
> functionality without re-inventing the wheel too badly.  Thoughts?  I 
> think this should be a standard feature in RT 3.x.  Can we make it happen?
> 
> Thanks,
> Dave
> 
> =====================================================================
> David C. Troy   [dave at toad.net]                   410-384-2500 Sales
> ToadNet - Want to go fast?                        410-544-1329 FAX
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