[otrs] creating new e-mail tickets

[Akis]

Hi John,
 
i have a similar issue to do and i will need to create a dropdown list. A don't khow much of java or java scripts. I you could send me your AgentTicketEmail.dtl file so i could take a look it would be great.
 
Thanks
 
Kakabegas Akis

________________________________

Από: otrs-bounces at otrs.org εκ μέρους John Blumel
Αποστολή: Πεμ 15/3/2007 5:19 μμ
Προς: User questions and discussions about OTRS.org
Θέμα: Re: [otrs] creating new e-mail tickets



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

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