[otrs] creating new e-mail tickets

[John Blumel]

At 11:05 AM 3/15/2007, you wrote:
>When creating a new ticket using the "e-mail ticket" button, 
>unfortunately we don't have access to the pre-canned responses that 
>we've saved in the OTRS admin section.  These responses are only 
>accessible from e-mail tickets that are already assigned to a 
>queue.  How can we make it possible to access the responses from the 
>"EmailNew" view?
>
>I looked through the Sysconfig but didn't see anything like this 
>there.  This is really critical for us.

We've modified the Kernel/Output/HTML/Standard/AgentTicketEmail.dtl 
html template file to add a dropdown list of canned "responses" that 
get inserted into the Text field when selected. Fairly quick to do: 
Grabbed some JavaScript code that does essentially that (the 
insertTags function from the MediaWiki wikibits.js), added a JS array 
containing the "response" texts, added a SELECT list (to the right of 
the Customer link) with OPTIONs describing the "responses",  and 
added an onChange event to the SELECT that uses the selectedIndex to 
pass the message text to insertTags.

I can send our AgentTicketEmail.dtl file, if you're interested.


John Blumel