On Thursday, March 18, 2004 1:45 AM Jason White wrote:

Robert, I am familiar with that area of the admin section and have built all the responses for existing tickets. That does not give me the canned responses if I am here http://localhost/otrs/index.pl?Action=AgentEmail

I can not find a way for it to allow me to pick canned emails from http://localhost/otrs/index.pl?Action=AdminResponse

Now I see! Excuse me, I didn't read thoroughly. One point to set the content of an empty email were Config.pm, you may hard-code it here: $Self->{EmailDefaultNoteText} = 'text goes here'; Yes, this is somewhat restrictive. In the meantime, you may go and see what you can do with the .dtl files, though this might mean a bit hacking. The Standard AgentEmail template is located here at Kernel/Output/HTML/Standard/AgentEmailNew.dtl. You see in line 143: $Data{"Body"}</textarea> That's the text box. One could think of a javascript sniplet that fills this exact textarea with some content. A bit more flexible, but still somewhat strict. The third approach were to actually use PhoneView for this. You open the ticket via PhoneView, and then answer it. Voilà - now you can take advantage of your predefined answers (incl. their attachements). You may predefine the PhoneView in a quite broad approach. The ones that make life easier when PV is just used to open up tickets, were: $Self->{PhoneDefaultNewSubject} = ''; $Self->{PhoneDefaultNewNoteText} = ''; Set both to something reasonable. I see there's a need for an easy-to-choose-from dropdown field containing numerous user-definable templates to pre-fill the body of AgentEmails. Shouldn't be too hard to implement. Guess it wouldn't be rated too high on the priority scale, though. I hope the above helps you somewhat throuhgh in the meantime, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg <a target="_blank" href="http://www.otrs.de/">http://www.otrs.de/</a> :: Tel. +49 (0)6172 4832388</p> </div> <div class="email-info"> <div class="likeform-wrapper right"> <div class="messagelink pull-right"> <button class="toggle-font btn btn-sm" title="Display in fixed font" data-bs-toggle="tooltip" data-placement="bottom"> <i class="fa fa-font"></i> </button> <a href="/hyperkitty/list/otrs@lists.otrs.org/message/EEZ3V3U5VCLDB2GKKQIU5E6D6TGUPK7I/" title="Permalink for this message" data-bs-toggle="tooltip" data-placement="bottom"><i class="fa fa-link"></i></a> </div> <form method="post" class="likeform" action="/hyperkitty/list/otrs@lists.otrs.org/message/EEZ3V3U5VCLDB2GKKQIU5E6D6TGUPK7I/vote"> <input type="hidden" name="csrfmiddlewaretoken" value="EHHOdTFiYuUZGFvqssgPoumlvnCdVHwTwvVILAijydmDYPF1EgCyZtqpA04GIM9l"> <a class="youlike vote 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