Great - thanks!
Best Regards,
Rick
-----Original Message-----
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Jan
Marien
Sent: Thursday, June 16, 2005 6:29 PM
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] OTRS - FAQ Append vs Overwrite
On 6/16/05, Cogley, Rick <[EMAIL PROTECTED]> wrote:
> Greetings list -
>
> Just wondering: is there a setting for use in Config.pm that allows
> you to change the default behavior of the FAQ selection process in
> ticket zoom, where you get the popup and choose a FAQ article from the
> list to enter into your ticket response. The default seems to be to
> overwrite the whole ticket response body, which without notice is a
> bit disconcerting if you have written something in the response, and
> think "oh, and I'll add that FAQ article in here too."
>
There is probably no way of doing this the config.pm file, but you can
change the code in one of the template files. I looked at the CVS code, and
there it is in otrs/Kernel/Output/HTML/Standard/FAQ.dtl
search for: (line 160)
parent.opener.document.compose.Body.value = document.spelling.Body.value
parent.opener.document.compose.Subject.value =
document.spelling.Title.value
replace with:
parent.opener.document.compose.Body.value =
parent.opener.document.compose.Body.value + document.spelling.Body.value
It will add the FAQ item at the end of the original message, and leave the
the subject as it was (to not confuse the customer). It is not tested, but
as it is only a small javascript change. no big doubts about it ;-)
Greetings,
Jan Marien
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