For Helpdesk Staff: How do I insert "canned" responses into a Request Tracker (RT) ticket?
Answer
1. Open up the ticket that you want to respond to.
2. Scroll to the bottom of the ticket.
3. In the upper-right-hand corner of the message to which you want to respond, click "Reply"
4: At the bottom of the menu, verify that the Requestor(s) and CC's are correct for the ticket. If you notice any irregularities, rectify the situation before updating the ticket.
5. Click anywhere in the pink message box, select everything (command + A on a Mac; Ctrl + A on a PC), then delete it.
6. Directly above the text you just erased, select the drop-down box labeled "Select an article to include", and pick the response that you desire to send (for example, "Resolve Ticket/Do not thank us"). DO NOT press the "Go" button. (If you're feeling particularly rebellious, click it; it doesn't actually do anything)
7. The canned response is now ready to send. Skim the text to verify its correctness for the situation.
8. If you are changing the status of the ticket (e.g.resolving it), adjust the status using the "Status" drop-down in the "Ticket and Transaction" menu on the right-hand side of the screen.
9. Underneath the pink message box, click "Update Ticket"