3 Commits

Author	SHA1	Message	Date
johnnyq	81c80d8965	Canned responses stages 3 and 4: agents keep canned responses of their own in Your account > Canned Responses (on the standard list with Yours and Shared tabs, how often they used each, change, copy, archive and delete their own, Copy to yours from a shared one), offered to them alone and first in the picker as Yours; Save your reply as a canned response at the foot of the picker opens the draft with the ticket's contact, first name, client, ticket number, subject, link and agent swapped back to placeholders (canned_response_unfill, text only, a one-word subject left alone), offered on the ticket's category with a switch to put it back as written, and saves it in JSON without leaving the ticket so the reply stays and the new one goes straight into the picker; Admin > Canned Responses gains an Agents' own tab showing whose each is with Share with everyone, copies made there are shared, and admins can share their own or tick Share when saving a reply; files go with a response (Files tab, up to ten of the ticket attachment kinds, kept in uploads/canned_responses/<id>/, streamed by agent/canned_response_file.php to those who may use it), shown as chips under the picker with an x to leave one off, copied onto the ticket with the reply and sent with its email on a ticket and in Update & Reply; migration 3.2.4 adds canned_response_user_id and canned_response_created_by and the canned_response_files table, existing responses staying shared; the response window moves to includes/canned_response_form.php for the admin and account windows; export and import (functions/canned_response_transfer.php) of one, some or every shared response as a versioned JSON file with categories by name, what it sets up, status by name and files as base64, importing as shared with categories matched or made and leave, add as well or replace (keeping use and archived state), everything made safe and refused files named; an MSP starter pack of 27 canned responses in Starter Content loaded through the same import, with Update for the ones already added, and the Update button now driven by the pack registry; new Canned Responses report under Service Desk by response and by agent, filtered by client and by the agent who used it, admins seeing every agent's own; changelog updated	2026-10-18 15:36:00 -04:00
johnnyq	86381b775c	Canned responses stage 1: Admin > Canned Responses on the standard list showing what each says, the ticket categories it is offered on, how often it has gone into a reply and when it last did, searched, filtered by where it is offered (a category or every ticket), sorted by name, use or last use, paged, with Active and Archived tabs; a response can be offered on several ticket categories or on every ticket (migration 3.2.2 moves canned_response_category_id into canned_response_categories, one whose category had been deleted staying on every ticket, and adds canned_response_uses); one shared add and edit window with the placeholders under the editor to click in where the cursor is; Copy, Archive and Restore alongside Delete; [Contact], [First Name], [Client], [Ticket], [Subject], [Ticket Link], [Asset], [Site], [Project], [Agent] (the agent replying), [Date], [Month], [Quarter] and [Year] filled in from the ticket as a response goes into a reply after the client access check, anything else in brackets left for the agent to fill in; the picker lists the ticket's own category first then every ticket's, and each reply records which responses went into it; Admin > Categories counts the canned responses on a ticket category, links to them and moves them on merge through link-table support in categoryKinds(); new functions/canned_response.php and js/canned_response_form.js; changelog updated	2026-10-18 11:53:51 -04:00
johnnyq	6ef84c4547	Feature: Add Ticket Canned Responses	2026-08-15 17:29:17 -04:00