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extensions:precanned-replies-pro_1_0_5 [2017/11/22 15:15]
vdumas created
extensions:precanned-replies-pro_1_0_5 [2018/12/19 11:40]
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-====== Precanned Replies ====== 
----- dataentry summary ---- 
-name             : Precanned Replies 
-index_hidden ​    : no 
-version ​         : 1.0.5 
-release_dt ​      : 2015-09-29 
-description_wiki : Pick common answers from a list of "​Precanned"​ replies 
-itop-versions ​   : 2.0.2 
-keyword_tags ​    : Helpdesk, FAQ, Ticket 
-dependencies_s ​  : email-reply,​ Tickets Management 
-author ​          : Combodo 
-download_url ​    : http://​www.combodo.com/​itop-extensions/​precanned-replies-pro-1.0.5-111.zip 
----- 
-<​related_components>​Other versions of this component:</​related_components>​ 
  
- 
-This extension is a complement to [[extensions:​email_reply|Email Reply]]. 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). 
- 
- 
-===== Features ===== 
- 
-  * List of "​precanned"​ replies, for answering quickly the most common questions 
-  * Organize the answers by category to easily find them 
-  * Support of multi-tenancy:​ each Organization can have its list of "​precanned"​ answers. 
-  * Attachments can be added to the answer for automatic attachment to the email 
- 
-===== Revision History ===== 
-^  Version ​ ^  Release Date  ^  Comments ​ ^ 
-|  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 | 
- 
-===== Limitations ===== 
- 
-None. 
- 
-===== Requirements ===== 
- 
-This extension requires the [[extensions:​email_reply|Email Reply]] extension to be installed as well. 
- 
-===== Installation ===== 
- 
-  - Expand the content of the zip file into the ''​extensions''​ folder of iTop 
-  - You'll get two folders: ''​precanned-replies''​ and ''​precanned-replies-pro''​ 
-  - Make sure that the web server process has enough rights to read these folders 
-  - Remove the read-only flag from the iTop configuration file 
-  - Launch the setup by pointing your browser to ''<​nowiki>​http(s)://<​itop>/​setup</​nowiki>''​ 
-  - When prompted to select the extensions to install, select both "​Helpdesk Precanned Replies"​ and "​Helpdesk Precanned Replies - extended for Professionals"​ 
- 
-===== Configuration ===== 
- 
-If you have just installed the prerequisite module [[extensions:​email_reply|Email Reply]], you will have to read its [[extensions:​email_reply#​configuration|configuration chapter]]. This module has a default configuration that cannot work. 
- 
-If you want to add attachments to your Precanned Replies, change the ''​itop-attachments''​ section in the iTop configuration file to: 
- 
-<code php> 
-        '​itop-attachments'​ => array ( 
-                '​allowed_classes'​ => array ( 
-                          0 => '​Ticket',​ 
-                          1 => '​PrecannedReply',​ 
-                        ), 
-                '​position'​ => '​relations',​ 
-        ), 
-</​code> ​ 
- 
-===== Usage ===== 
- 
-==== Creating Precanned Replies ==== 
- 
-Use the menus under "​Service Management"​ to create and maintain your precanned replies and their categories: 
- 
-{{:​extensions:​precanned-replies-menu.png|Precanned replies menus}} 
- 
-The form for creating a new Precanned reply looks as follows: 
-{{:​extensions:​precanned-replies-new.png|New Precanned Reply}} 
- 
-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. 
- 
-==== Using Precanned Replies ==== 
- 
-When modifying a Ticket, the public case log contains a new button "​Precanned replies..."​ in its header: 
- 
-{{:​extensions:​precanned-replies-button.png|Precanned Replies button}} 
- 
-Click on the "​Precanned replies..."​ button to select a Precanned Reply from the list: 
-{{:​extensions:​precanned-replies-select-answer.png?​600|Select a Precanned Reply}} 
- 
-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):​ 
- 
-{{:​extensions:​precanned-replies-done.png|Reply added}} 
- 
-When submitting the modifications to the ticket, the case log will be updated, as if the answer was typed manually. 
- 
-<​note>​The attachments are **only** sent by email: they are **not** added to the ticket.</​note>​ 
- 
-If the checkbox "Send the reply by email" is checked, an answer will be sent by email, as explained in [[extensions:​email_reply|Email Reply]]. 
extensions/precanned-replies-pro_1_0_5.txt ยท Last modified: 2018/12/19 11:40 (external edit)

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