[rt-users] form letters that are not scrip templates

[Rick Russell]

Use a custom field. Allow the user to pick from a list of values, then 
write a custom script (that is, "scrip") that watches for changes to the 
custom field. When it sees a change, it reads out the current value of 
the field, sends the appropriate response from the value chosen and 
resolves the ticket.

Rick R.


Duncan Hutty wrote:
> We had hacked some form letter functionality into our 0.ancient version 
> of RT. I am hoping that RT3 has something along similar lines. Please 
> confirm or deny.
> 
> Certain requests come in again and again and should be given the same 
> (extensive) response. For example, "Has my application for graduate 
> admission been received/granted?" We need to reply manually to such 
> requests since I don't think that we could generate a regex based filter 
> that automagically knew the incoming request should received that type 
> of response. Therefore, we should like to be able to hit 'reply with 
> form letter' and select a form letter with substituted values for 
> certain variables within the template.
> 
> Obviously if this is not already present I could use the existing 
> 'browse' button and the user could pull in something from the filesystem.
> 
> Another option would be to create a dedicated queue, have the ticket 
> placed in that queue if a human determined that it should be given a 
> form letter response and then have an 'On Create' scrip for that queue 
> only that sends a templated response. However, I suspect scalability 
> issues with this option, since I think I would need one queue per template.
> 
> I am rather new to RT and would therefore appreciate comments since I 
> don't have a good feel for it yet.
> Thanks.
> 

-- 
Rick Russell
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