Canned messages options

southernmoney · Post by **southernmoney** » Mon Aug 31, 2009 8:32 am

Version of script: 2.1

Message: When a canned message is selected "Replace existing message" is the default option. However, I need the default to be " add to the bottom".

What can I do to change the default message.

jvz

Post by **Klemen** » Mon Aug 31, 2009 4:44 pm

See my last reply in
viewtopic.php?t=1879

southernmoney · Post by **southernmoney** » Tue Sep 01, 2009 5:30 am

Tx Klemen,

Before I do anything I would just like to make sure I understand the working of the setting option.

Does "add to the bottom' simply means that if submit is selected the message will be posted at the bottom of all messages already posted. In other words as a follow-up on the last message?

What does "replace existing message" replace. Does it change the wording of a canned message so that if that canned message is selected again it will contain the changed wording or does it actually replace an already posted message?

I am not sure I understand this function correctly.

Regards

SouthernMoney

Post by **Klemen** » Tue Sep 01, 2009 6:04 am

I think you misunderstood the canned responses feature a little.

Note that selecting canned responses (no matter which mode you use) doesn't do anything until the "Submit reply" button is pressed.

All that the canned responses do is set the text in the textarea. If you select "Replace existing message" anything that is typed in the "Add reply" text box will be replaced by the canned message. If you select "Add to the bottom" the canned message will be added to the bottom of what is currently typed in the text box.

You can try it in the demo:
http://www.hesk.com/demo/admin

Login, click on a ticket and write something in the "Add reply" box. Then if you have "Replace existing message" selected and select a canned response anything that you typed in the text box will be deleted and replaced with the canned response.

But if you select "Add to the bottom" and then select a canned response the message already in the text box will not be deleted. Instead the canned response will be added to the bottom of the message.

But in any case a reply always appears below current messages and no replies are submitted until the "Submit reply" button is clicked.

southernmoney · Post by **southernmoney** » Tue Sep 01, 2009 8:35 am

Tx Klemen,

I had it totally wrong. Thank you for clearing it up.

Best Wishes.

jvz

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