Knowledge Base - Templates

DarrenG

Hi all, we've been using OSTicket for some time now and it has been a huge success but a couple of issues bug me and I can't find answers.

The first one is the drop down for 'Select a premade reply'. Is there any way to change the order in which the knowledge base replies we have are shown? We have a top 5 of replies that are most common and I'd like them to be at the top. I can't figure out how they're ordered currently, it's not alphabetically nor is it by date created?

The second query also regards premade reply setup. Can we have information such as 'Name:' pre-inserted into a premade reply? Is there a list of the variables we can use or is this not supported at present?

ntozier

With out actually looking, I believe that they are ordered by the premade_id column in the database. It should be a relatively simple mod to locate the code that calls the list, and add a "SORT BY title ASC" to the end of the SQL query. If I get a chance later I will go take a look.

masino_sinaga

The first one is the drop down for 'Select a premade reply'. Is there any way to change the order in which the knowledge base replies we have are shown? We have a top 5 of replies that are most common and I'd like them to be at the top. I can't figure out how they're ordered currently, it's not alphabetically nor is it by date created?

The closest approach to achieve this is by adding a new field in the ost_kb_premade table, for example, order_number, and then modify the related SQL query for displaying them in the drop down by adding this ORDER BY order_number clausa.

The second query also regards premade reply setup. Can we have information such as 'Name:' pre-inserted into a premade reply? Is there a list of the variables we can use or is this not supported at present?

As far as I know, there is no "Name" field or information in the related table at the moment.

Hope it helps.

Sincerely,

Masino Sinaga