Use a response for new e-mail ticket

[vinc535]

Dear all,

OTRS 3.2 on CentOS.
OTRS Interface opened from a Windows 7 machine with IE 10.

Do you know how can I use one of my responses I created to be usable directly in a ticket I created with "New E-mail Ticket"?
In other words, when I create a new e-mail ticket, I don't have the choice to type a text from a blank answer.
What I'm trying to do os to create a new e-mail ticket and directly insert my text I have in a response, because this response is exactly what I need to send to my Customer.
So far, the only way I found is to visit Admin/Responses/Click on the response I want/Copy the text (ctrl+c)/click on new e-mail ticket/paste the text (ctrl+v).

Thank you !

[crythias]

You might look at
viewtopic.php?f=60&t=8032
or
viewtopic.php?f=60&t=10673
or
using an FAQ.

[vinc535]

Thank you for your input!
I did follow the instructions on those post, and I found them usefull to have 1 standard Template to be added by a simple button.
I will use this.

But, what I really want is a bit different. Let me try to explain again more clearly:
I would like to be able to select, from the "new e-mail ticket", using a list, one of my 20 response templates I created on the Admin/Responses.
So I don't need to type again all the text from a blank answer when I am creating a new e-mail ticket to be sent to the customer.

Using your trick, it solves the problem by adding a button to insert 1 response, predefined in the code. In my case, I should be able to select from a choice of 20 responses.

Any ideas?
Thanks again,
V.

[crythias]

You can't.

[vinc535]

Hi there,
Thank you again for your answer.
I took the time to think, and I finally deceided to add more buttons, as many as I have of frequent responses.
Here is an example for 8 responses, but it can be more.
Buttons can also be on a second line opening a new DIV.
Therefore a DIV and its LABEL becomes a category for X buttons (In my example 4 buttons per category - 2 categories = 8 templates).

----------------------------------
# begin custom buttons
# example template for customizations, see hidden form at the end of the file
<label>$Text{"Software Things"}:</label>
<div class="Field">
<button type="button" onclick="$('#Template10').submit()" value="$Text{"Checkversion"}">$Text{"Checkversion"}</button>
<button type="button" onclick="$('#Template11').submit()" value="$Text{"Checkoptions"}">$Text{"Checkoptions"}</button>
<button type="button" onclick="$('#Template12').submit()" value="$Text{"Checkresolution"}">$Text{"Checkresolution"}</button>
<button type="button" onclick="$('#Template13').submit()" value="$Text{"Compatibility"}">$Text{"Compatibility"}</button>
</div>
<div class="Clear"></div>

<label>$Text{"Hardware Things"}:</label>
<div class="Field">
<button type="button" onclick="$('#Template20').submit()" value="$Text{"LedColour"}">$Text{"LedColour"}</button>
<button type="button" onclick="$('#Template21').submit()" value="$Text{"DownloadFTP"}">$Text{"DownloadFTP"}</button>
<button type="button" onclick="$('#Template22').submit()" value="$Text{"FixResolution"}">$Text{"FixResolution"}</button>
<button type="button" onclick="$('#Template23').submit()" value="$Text{"NTPIdeas"}">$Text{"NTPIdeas"}</button>
</div>
<div class="Clear"></div>
# end custom buttons
------------------------------
I will work with this for now and keep you all updated of any improvements.

PS : of course, the responses need to be placed at the bottom of the page like this one :
-----------------------
<form action="$Env{"CGIHandle"}" method="post" enctype="multipart/form-data" id="Template21">
<input type="hidden" name="Action" value="$Env{"Action"}"/>
<input type="hidden" name="Subaction" value="StoreNew"/>
<input type="hidden" name="FormID" value="$QData{"FormID"}"/>
<input type="hidden" name="ExpandCustomerName" value="1"/>
<input type="hidden" name="Subject" value="Downloading our firmwares"/>
<input type="hidden" name="Dest" value="1||Defaut"/>
<input type="hidden" name="Body" value="To download from our FTP, you may use the following URL......."/>
</form>
--------------------------

Vincent.

[crythias]

I'd suggest Select with onchange...

[vinc535]

Dear all,

I am still very happy with what I shared with you to use notes in new e-mail tickets.
However, do you have any suggestions on how can I :

- add lines (paragraph) in the response.
I mean in here : <input type="hidden" name="Body" value="To download from our FTP, you may use the following URL......."/>.

- add attachments automaticaly.

Thank you all !
Vincent.

[crythias]

add lines (paragraph) in the response.

try any of .. actual carriage returns, <br /> or \n

add attachments automaticaly.

Include a link to the attachment. Save both sides the issue of sending unnecessary data.

[vinc535]

Thank you so much. Now it really looks good.
Let me share one more time with you all my work :

1/ Edit the file /opt/otrs/Kernel/Output/HTML/Standard/AgentTicketEmail.dtl
2/ After the line 44to49 ("# example template for customizations"), add those new lines:

<label>$Text{"Responses1"}:</label>
<div class="Field">
<button type="button" onclick="$('#Template10').submit()" value="$Text{"Cannotload"}">$Text{"Cannotload"}</button>
<button type="button" onclick="$('#Template11').submit()" value="$Text{"E_Utilisation"}">$Text{"E_Utilisation"}</button>
<button type="button" onclick="$('#Template12').submit()" value="$Text{"InstallationSafe"}">$Text{"InstallationSafe"}</button>
<button type="button" onclick="$('#Template13').submit()" value="$Text{"MigrationP"}">$Text{"MigrationP"}</button>
<button type="button" onclick="$('#Template14').submit()" value="$Text{"Remisealheure"}">$Text{"Remisealheure"}</button>
</div>
<div class="Clear"></div>
<label>$Text{"Responses2"}:</label>
<div class="Field">
<button type="button" onclick="$('#Template20').submit()" value="$Text{"MiseaJourF"}">$Text{"MiseaJourF"}</button>
<button type="button" onclick="$('#Template21').submit()" value="$Text{"SetDefaultIP"}">$Text{"SetDefaultIP"}</button>
<button type="button" onclick="$('#Template22').submit()" value="$Text{"IPfixing"}">$Text{"IPfixing"}</button>
<button type="button" onclick="$('#Template23').submit()" value="$Text{"USEFTP"}">$Text{"USEFTP"}</button>
</div>
<div class="Clear"></div>

3/ At the very end of the file (after lines 595), add this new block for each response, and personalize and change the form id for every new block:

<form action="$Env{"CGIHandle"}" method="post" enctype="multipart/form-data" id="Template10">
<input type="hidden" name="Action" value="$Env{"Action"}"/>
<input type="hidden" name="Subaction" value="StoreNew"/>
<input type="hidden" name="FormID" value="$QData{"FormID"}"/>
<input type="hidden" name="ExpandCustomerName" value="1"/>
<input type="hidden" name="Subject" value="Cannot load the software"/>
<input type="hidden" name="Dest" value="1||Defaut"/>
<input type="hidden" name="NextStateID" value="7"/>
<input type="hidden" name="TimeUnits" value="15"/>
<input type="hidden" name="Body" value="For solving your issue, please follow those steps<br /> - Get our lastest version; <br /> - Install it on the D drive..."/>
</form>