Customize Help Topic Auto-Response

zaccarelliasbun

Hi, I would like to create a Help Topics or Ticket Filters and assign to "HELP" and the auto-response is dynamic for email channel, for example:I have 4 Help Topics: 1) Budgets 2) KPI 3) Salaries 4) HELPWhen the client send HELP, automatically respond with all Help Topics available, and dynamic if I create a new Topics or delete, respond the news available Topics.Can I use SQL anywhere for extract all Help Topics? if possible?Thanks.

ntozier

Each ticket filter can assign a Help Topic, as well as reply.Q: Can I use SQL anywhere for extract all Help Topics?A: Not in osTicket. But yes outside of osTicket.

zaccarelliasbun

OK, but if possible create a Canned for automatically respond with contains all Help Topics available?(select topic from ost_help_topic)Or exists any Ticket Variables %{help.topics} or %{topics} that show me all Topics for the HELP?Thaks.

ntozier

All the known email template variables are here:http://tmib.net/osticket-19x-email-template-variables

zaccarelliasbun

Ok, thanks. one more question, what does mean: "A: Not in osTicket. But yes outside of osTicket."How can I execute SQL outside of osTicket?

ntozier

There are a number of ways that you can execute SQL queries outside of osTicket.Use the mysql command line interfaceUse MySQL WorkBench (or a 3rd party MySQL Database interface software)Write a script to run a query