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