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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