Dear All Have read the following article and followed it ditto..
http://requesttracker.wikia.com/wiki/CannedReplies To no avail, I was unable to get any functional or cosmetic differences in RT. Been sifting through the rt-users archives and web comments alike. Given that I am unable to get this to work I started looking at using RTFM for canned responses. Not sure if I need RTFM for about 10 or more basic responses to ticket queries. Any advice on on best approach to adopt. In terms of the following: a) Has someone successfully added canned replies using the article above to RT 3.8.x b) Can anyone recommend using RTFM with RT for canned replies and if there is a nice step by step guide to do this. c) Do I need to download and install RTFM or in RT_SiteConfig.pm file add the following line: Set(@Plugins,qw(RT::FM)); d) Will RTFM reduce the speed in which RT currently works. (i.e. is it a beast) Kind regards Naresh