* Canned Responses (admin/modals/canned_response/) and of an agent's own in
* Your account (agent/user/modals/), which set $response (cannedResponseRow(),
* or [] for a new one) and $response_category_ids before including this, in
* a form posted as multipart/form-data. Posts what cannedResponseFields()
* reads (functions/canned_response.php), files[] and remove_file_ids[].
*
* Three tabs: Response (its name, where it is offered and what it says, with
* the placeholders under the editor putting themselves in where the cursor
* is - js/canned_response_form.js), Sets up (what picking it sets up on the
* reply: who sees it, the status after it and time worked added) and Files
* (what goes out with it).
*
* Should not be accessed directly.
*/
isset($mysqli) || die("Direct file access is not allowed");
$r = $response;
$picked = array_map('intval', $response_category_ids);
$reply_type = isset($r['canned_response_reply_type']) && $r['canned_response_reply_type'] !== null ? (string) intval($r['canned_response_reply_type']) : '';
$ticket_status = isset($r['canned_response_ticket_status']) && $r['canned_response_ticket_status'] !== null ? intval($r['canned_response_ticket_status']) : 0;
$minutes = intval($r['canned_response_minutes'] ?? 0);
$files = !empty($r['canned_response_id']) ? cannedResponseFiles($r['canned_response_id']) : [];
?>
Tickets in these categories. Leave it empty to offer it on every ticket.
Filled in from the ticket as it goes in - click one to put it where the cursor is:
$means) { ?>
On a ticket raised from a template, its answers fill in too - [Hostname] on a ticket whose template asked for one. Anything else in square brackets - [Date of visit] - stays as it is, and the agent is asked about it before sending.
Set on the reply when the response is picked - the agent can still change them before sending. Each is left as it is unless set here.
An email reply on a ticket with nobody to email is a public note.
Resolved waits for a ticket's open tasks to be done.
minutes
Added to the reply's time worked.
Copied onto the ticket with the reply it goes into, and sent with its email - a how-to, a form to fill in. Up to ; the agent can leave any of them off.
">
The kinds a ticket takes - PDFs, documents, spreadsheets, images, zips.