Hello Jan and Rick, On Thu, Jun 16, 2005 at 11:28:59AM +0200, Jan Mariën wrote:

On 6/16/05, Cogley, Rick wrote:

...

Just wondering: is there a setting for use in Config.pm that allows you to change the default behavior of the FAQ selection process in ticket zoom, where you get the popup and choose a FAQ article from the list to enter into your ticket response. The default seems to be to overwrite the whole ticket response body, which without notice is a bit disconcerting if you have written something in the response, and think "oh, and I'll add that FAQ article in here too."

There is probably no way of doing this the config.pm file, but you can change the code in one of the template files. I looked at the CVS code, and there it is in otrs/Kernel/Output/HTML/Standard/FAQ.dtl

search for: (line 160) parent.opener.document.compose.Body.value = document.spelling.Body.value parent.opener.document.compose.Subject.value = document.spelling.Title.value

replace with: parent.opener.document.compose.Body.value = parent.opener.document.compose.Body.value + document.spelling.Body.value

It will add the FAQ item at the end of the original message, and leave the the subject as it was (to not confuse the customer). It is not tested, but as it is only a small javascript change. no big doubts about it ;-)

Would you please open a bugreport on this on http://bugs.otrs.org and include the code from above? We'll check it and integrate it into a next release. Thanks a lot for your help :)! Best regards, Christian -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication!