RE: [otrs] Compose Email - otrs

18 Mar 2004

      Robert
 Thanks for the information. I will give these options a try. Let me know if this idea gets pushed up the priority scale and I would be glad to help test. This would be a great option for us as we proactively open tickets for our user's majority of the time and we always request the same information from them.

Jason 

-----Original Message-----
From: Robert Kehl [mailto:robert.kehl@otrs.de] 
Sent: Wednesday, March 17, 2004 8:20 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Compose Email

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

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