This is an old revision of the document!
This extension is a complement to Send updates by email. It provides a quick way to fill the case log field by picking from a list of “precanned” answers. The answers are organized into Categories and Organizations (supporting multi-tenancy).
|1.1.1||2016-08-08||Compatibility with iTop 2.3.0 (formatted text) and bug fix to support pagination in the popup dialog for selecting a reply.|
|1.0.5||2015-09-29||Compatibility with iTop 2.2.0 and custom portals.|
|1.0.4||2014-12-10||Cosmetic on the module name (internal).|
|1.0.3||2014-09-25||Better initial sizing and positioning of the dialog box.|
|1.0.2||2014-09-15||Handling of the dialog's resize. Localization of the dialog's title.|
|1.0.1||2014-03-11||Integration of the German translation (thanks to ITOMIG GmbH)|
|1.0.0||2014-03-06||First released version|
This extension requires the Send updates by email extension to be installed as well.
extensionsfolder of iTop
In the iTop configuration file, the administrator defines on which objects the precanned replies option will be proposed and in which CaseLog the reply will be copied.
'precanned-replies' => array ( 'target_class' => 'UserRequest', 'target_caselog' => 'public_log', ),
Incident, you can use:
'target_class' => 'Ticket', 'target_caselog' => 'public_log',
Also the field 'public_log' does not exist on Ticket class, it works. When modifying a ticket with no 'public_log', such as a Change or a Problem, it just ignores silently this configuration parameter.
If you want to add attachments to your Precanned Replies, change the
itop-attachments section in the iTop configuration file to:
Use the menus under “Service Management” to create and maintain your precanned replies and their categories:
The form for creating a new Precanned reply looks as follows:
The “Body” field contains the text that will be added into the case log of the ticket when using this precanned replies. If you have configured the attachments to allow them on Precanned Replies, you can add attachments to the Precanned Reply using the “Attachments” tab.
When modifying a Ticket, the public case log contains a new button “Precanned replies…” in its header:
You can use the search criteria at the top to filter the list.
When clicking “Ok”, the answer is written into the case log field. Attachments (if any) to the Precanned reply are added to the answer (the count next to the paper clip icon is increased accordingly):
When submitting the modifications to the ticket, the case log will be updated, as if the answer was typed manually.
If the checkbox “Send the reply by email” is checked, an answer will be sent by email, as explained in Send updates by email.