[Rtir] Reply Teplates

[Peter Haag]

Dear all,
While thinking about the handling procedures within SWITCH-CERT, I came to 
the conclusion, that it would be nice to have predefined answer templates 
in RTIR especially for the Incident Report queue. Handling default answers 
would become more easy.

So I started writing an extension for RT/RTIR to handle Reply Templates 
according to the following idea:

1. Define as many default reply templates as normal templates in RTIR.
2. Create a CustomFiled named 'Reply Template' for those queues you want to 
have this feature.
3. Add all the names of your reply templates to this custom field.

done.

Working with the Reply Templates:

Any open ticket, in a queue with a CustomFiled named 'Reply Template' has 
automatically an additional link in the History part of the ticket named 
"Template" to the left of any "Reply" link:
[ Template ] [ Reply ] [ Comment ]

Clicking on to the Template link brings up a selection box, and lets you 
choose from a reply template. Selecting a template continues with the 
Update dialog as the standard reply does, but with the choosen reply 
template already filled in.

So far it seems to work pretty well, and I have the following questions:
1. Who's interrested in this feature as well?
2. Who wants to beta test the template issue? ( I'll send the diffs to the 
list as soon as I'm done ).
3. Is there a possibility to implement this feature in the standard 
RT/RTIR.   I spend my code as a startup.

Thanks

    - Peter


--
_______ SWITCH - The Swiss Education and Research Network ______
Peter Haag,  Security Engineer,  Member of SWITCH CERT
PGP fingerprint: D9 31 D5 83 03 95 68 BA  FB 84 CA 94 AB FC 5D D7
SWITCH,  Limmatquai 138,  CH-8001 Zurich,  Switzerland
E-mail: peter.haag at switch.ch Web: http://www.switch.ch/