[rt-users] How to create "preps" in RT

[Onkar Singh]

Hello,

Thanks for your pointers. I finally had the RTFM installed. I am 
partially getting the desired behavior. I will describe in step-by-step 
what I did and then maybe you gentlemen can point to me my mistake. I 
will be very thankful for your help: (I am really sorry for the length 
of the email, but wanted to elaborate all the steps that I am doing):

1. Created a class for RTFM called 'TS-support-test'

2. I created a CustomField called test-cf with the following properties:
Name: test-cf
Type: FreeformMultiple

3. Then created a New Article under the 'TS-support-test class'. I type 
the required text for this article by modifying the article. The text is:
"Hello,
Thanks for your email.
--
{$Ticket->OwnerObj->Name()} Technical Support
"
I save the changes so that the RTFM article is created.


Now, here is the problem:

1. When I go to reply to a ticket, I click on Reply and then click on 
"Extract Article". This does not give me a list of the RTFM articles, 
rather I have to type in "regular" in the search to find the article.
Is there a setting that all the available RTFM articles are visible and 
the user just needs to select the one that he wants?

2. The ticket's owner is not extracted from the { 
$Ticket->OwnerObj->Name()}. Rather this is printed as such.
How to fix this?

3. The text of the extracted article is the following:
"
#2: Regular
-----------
Regular Prep
test-cf: Hello,
Thank you for the email.
--
$Ticket->OwnerObj->Name()
Technical Support
Wolfram Research
  "
How to make sure that only the actual text of the article is extracted 
rather than the whole of the header information?

The documentation that I have is "RTFM The RT FAQ Manager". If there is 
any other source, please do point me to it.

Thanks a lot in advance,
Onkar



Howard Jones wrote:

> Onkar Singh wrote:
>
>> Hello,
>>
>> I want to create a number of pre-compiled email templates, which the 
>> user
>> can select and that will be added to the reply to the ticket. For 
>> example,
>> a template or a prep can be called "Regular" and this will have the
>> contents:
>>
>> "Hi,
>>
>> Thank you for sending us the email.
>>
>> xxx
>>
>>
>> Thank you,
>>
>> Onkar Singh"
>>
>>
>>
>> So, let us say, there are three such templates (or "preps" as we like to
>> call them), and each one has a different content. I can select the
>> appropriate template from a list, and that will add the contents of this
>> template to the reply section of the ticket. Now, I can add my own 
>> content
>> to this (by replacing xxx) and send the ticket when I am done.
>>
>> If you can guide me as to how this can be done, and if possible give 
>> me an
>> example, I will really appreciate it.
>>   
>
> Take a look at RTFM on the Best Practical website. It does exactly 
> this, and more.