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extensions:precanned-replies-pro_1_0_5 [2018/12/19 11:40]
extensions:precanned-replies-pro_1_0_5 [2018/12/19 11:40] (current)
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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]].

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