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" <[EMAIL PROTECTED]> wrote: > 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/ -- _______________________________________________ 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/
