预定义回复模型

名称：预定义回复模型

描述：从按类别分组的预定义答复列表中选择常见答案，以更新故障单日志

版本:1.1.4

发布:2018-12-19

itop-version-min：2.3.0

代码：combodo-predefined-response-models

扩散：iTop Hub，ITSM设计器

状态：稳定

下载：https://store.itophub.io/en_US/products/combodo-predefined-response-models

备用名称：罐头回复

对于早于2.3.0的iTop版本，请使用此组件的先前版本

该组件的其他版本：1.0.5 

此扩展是对邮件发送更新。它提供了一种快速的方法，可以通过从“预先确定的”答案列表中进行选择来填充案件日志字段。答案分为类别和组织（支持多租户）。

特征

• “预设”答复列表，用于快速回答最常见的问题
• 通过类别整理答案，轻松找到它们
• 支持多租户：每个组织都可以具有其“预定义”答案的列表。
• 可以将附件添加到答案中，以自动附件到发送邮件

修订记录

局限性

只能在对象的单个类上激活，也可以是抽象类。

要求

此扩展程序要求邮件发送更新 扩展程序也要安装。

安装和升级

• 将zip文件的内容扩展到iTop的扩展文件夹中

兼容性问题：对于低于2.4.0的iTop版本，存在一个特殊安装升级流程.

• 您将获得两个文件夹：precanned-replies和precanned-replies-pro
• 确保Web服务器流程具有足够的权利来读取这些文件夹
• 从iTop配置文件中删除只读标志
• 通过将浏览器指向http（s）::: <itop >> setup启动安装程序
• 当提示您选择要安装的扩展时，请同时选择“帮助台预设回复”和“帮助台预设回复-专业人士扩展”

配置

如果您刚刚安装了必备扩展程序邮件发送更新，您将必须阅读其配置章。该模块具有无法使用的默认配置。

在iTop配置文件中，管理员定义了将在哪个类别上建议使用预先答复选项，并在哪个CaseLog中复制答复。

 'precanned-replies' =>  (
                'target_class' => 'UserRequest',
                'target_caselog' => 'public_log',
        ),

要在事件上也激活预定义请求，可以使用：

  'target_class' => 'Ticket',
        'target_caselog' => 'public_log',

票务类上也不存在“ public_log”字段，它可以工作。当修改没有“ public_log”的票证时，例如“更改”或“问题”，它只是默默地忽略此配置参数。

如果要将附件添加到“预先答复”中，请将iTop配置文件中的itop-attachments部分变更更改为：

 'itop-attachments' =>  (
                'allowed_classes' =>  (
                          0 => 'Ticket',
                          1 => 'PrecannedReply',
                        ),
                'position' => 'relations',
        ),

用法

创建预设的回复

使用“服务管理”下的菜单来创建和维护您的罐头答复及其类别：

用于创建新的预先答复的表单如下所示：

“正文”字段包含使用此预先确定的回复时将添加到工单的案例日志中的文本。如果已将附件配置为允许它们出现在“预先答复”中，则可以使用“附件”选项卡将附件添加到“预先答复”中。

在您的回复内，您可以使用经典占位符$ this-> xxxx $是指在其中复制预定义回复的工单

使用预设的回复

修改工单时，公众案例日志的标题中包含一个新按钮“  预先答复…”：

单击“ 预先答复…”按钮，从列表中选择一个预先答复：

您可以使用顶部的搜索规则来使用过滤器列表。

单击“确定”时，答案将写入案例日志字段。答案中的附件（如果有）会添加到答案中（回形针图标旁边的计数也相应增加）：

将修改提交给工单时，案例日志将更新，就像答案是手动键入一样。

附件仅由发送邮件发送：它们未添加到工单。

如果选中了“通过发送邮件发送答复”复选框，则发送邮件将发送答复，如邮件发送更新.

原文：https://www.itophub.io/wiki/page?id=extensions%3Aprecanned-replies-pro

Predefined response models

name:

Predefined response models

description:

Pick common answers from a list of predefined replies grouped by categories to update tickets log

version:

1.1.4

release:

2018-12-19

itop-version-min:

2.3.0

code:

combodo-predefined-response-models

diffusion:

iTop Hub, ITSM Designer

state:

stable

download:

https://store.itophub.io/en_US/products/combodo-predefined-response-models

alternate-name:

Precanned Replies

For iTop versions older than 2.3.0 use a previous version of this component

Other versions of this component: 1.0.5

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).

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

Limitations

Can be activated only on a single class of object, also it can be an abstract class.

Requirements

This extension requires the Send updates by email extension to be installed as well.

Installation & upgrade

• Expand the content of the zip file into the extensions folder of iTop

Compatibility issue: for iTop version lower than 2.4.0, there is a special installation/upgrade process.

• 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 http(s)://<itop>/setup

• 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 extension Send updates by email, you will have to read its configuration chapter. This module has a default configuration that cannot work.

In the iTop configuration file, the administrator defines on which class the precanned replies option will be proposed and in which CaseLog the reply will be copied.

  'precanned-replies' =>  (
                'target_class' => 'UserRequest',
                'target_caselog' => 'public_log',
        ),

To activate Predefined Requests also on 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:

        'itop-attachments' =>  (
                'allowed_classes' =>  (
                          0 => 'Ticket',
                          1 => 'PrecannedReply',
                        ),
                'position' => 'relations',
        ),

Usage

Creating Precanned Replies

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.

Within the body of your reply, you can use classic placeholders
$this->xxxx$ refers to the Ticket in which the predefined response is copied

Using Precanned Replies

When modifying a Ticket, the public case log contains a new button “Precanned replies…” in its header:

Click on the “Precanned replies…” button to select a Precanned Reply from the list:

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.

The attachments are only sent by email: they are not added to the ticket.

If the checkbox “Send the reply by email” is checked, an answer will be sent by email, as explained in Send updates by email.