Canned Responses - Append Checkbox

Isom505

Good morning,

We recently upgraded our OSTicket system (from 1.6ST > 1.11-rc1) and am having trouble finding where the "append checkbox" got moved to. I understand that 1.11 may not be supported my members of the forums here but was curious to know if I was just over looking the setting or if its been removed from the upgrade.

Here is where the check box was in older versions:

Here is the same spot in the newer version:

I typically try to find this information on my own with the help of other peoples post but was unable to do that in this case. So I apologize in advance if this has already been answered and I just failed to find the discussion.

Thank you!

ramrajone

Isom505
When you post a reply to the ticket by default it's Append to a ticket, but if you want to like its drop-down options on v1.11-rc1, it will put in the reply

Isom505

Hi ramrajone,

I apologize, I should have specified better. The canned responses do append but they don't append to the end of a message like they did before. They insert themselves wherever the text cursor happens to be. With the older version they injected carriage return on a new line and always appended the response below the agents message. As show in this screen capture:

https://www.screencast.com/t/bAHaToDpjzyJ

With the newer version, however, the response does append but it injects the message wherever the text cursor happens to be, as show in this screen capture:

https://www.screencast.com/t/Rqzpz8TodSUQ

Its super nit-picky, I know, I was just wondering if there was a way to force the canned responses to inject the carriage returns and messages to the bottom of the post as they did previously.

ntozier

Canned responses have always inserted at the cursor placement.
You could over ride that previously with that check box, but it has been removed.
I do not know if they plan to add it back in.
I do not know of a way to do what you are asking sadly.

Isom505

ntozier
We'll just have to make due with how it is now then, kind of figured the functionality was removed but just wanted to make sure. Thank you for the clarification!

ntozier

Very welcome.

I'll close this thread. Please feel free to start a new one if you have another question, comment, etc.