creating new e-mail tickets
Hi, 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. Thanks! Tabitha
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
Interesting, I would like to take a look, I have always been interested in
customizing the entry screen. We checked with the OTRS (commercial arm)
folks about doing it and it was like 3000$ US.. To do almost exactly as you
said!
Andy Lubel
On 3/15/07 11:19 AM, "John Blumel"
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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Hi John, i have a similar issue to do and i will need to create a dropdown list. A don't khow much of java or java scripts. I you could send me your AgentTicketEmail.dtl file so i could take a look it would be great. Thanks Kakabegas Akis ________________________________ Από: otrs-bounces@otrs.org εκ μέρους John Blumel Αποστολή: Πεμ 15/3/2007 5:19 μμ Προς: User questions and discussions about OTRS.org Θέμα: Re: [otrs] creating new e-mail tickets 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 _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/
participants (4)
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Akis -
Andy Lubel -
John Blumel -
Tabitha Stang