Provide snippet reuse - Githubissues

znuny / znuny-feature-requests

This repository tracks feature requests as issues.

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Provide snippet reuse #63

Open dpalic opened 2 weeks ago

dpalic commented 2 weeks ago

the snippets are great to externalize repeating texts. They are also great to manage them properly.

Sadly you cannot reuse the snippets in other Templates. E.g. it would be great to be able to use the snippets in Answers and in all Template types. On the other templates, the snippets shall be expanded on the use of the template (not during editing the template itself!)

So all templates can be created as needed and the snippet content can be edited "object oriented" at one location, which will be propageted to all locations of the snippet usage.

Another UX feature: It would be great in the edit section of the snippet to have links to the templates which are using this snippet

Maybe related to #62 even if the features are similar, that are 2 different feature requests. #63 is editing of Templates and Snippets, there #62 is usage of snippets in common agent envs.

hanneshal commented 2 weeks ago

Hi @dpalic

this is working fine already. But the snippet has to be assigned to the matching queues.

Regards Johannes

dpalic commented 2 weeks ago

I just tried to reuse it. Maybe I am using it wrongly or maybe I did not explain well.

Your screenshot is showing a note, I am refering /otrs/index.pl?Action=AdminTemplate;Subaction=Change;ID=215;Type=Answer

So my requirement:

create a snippet template "FAQ-Reference about how to login to Znuny customer portal"
create a snippet template "FAQ-Reference about how to create ticket in Znuny customer portal"
create another answer template "Introduction into Znuny Customer Portal" this is reusing the both FAQ snippets

I cannot find a way how to reuse a snippet in an Answer template. So if a agent is clicking on a ticket "reply" and selecting a Answer-Template, that in this snippets in the answer template will be expanded just in that moment.

hanneshal commented 2 weeks ago

Ah understood, more like the use of the and not like the snippets. Reuse of snippets is not possible at the moment, as you discovered, and would require quite a bit of work in the template engine (replace logic).

Like:

Hello xyz,

please see <ZNUNY_SNIPPET_SNIPPETNAME1|ID1>
or
<ZNUNY_SNIPPET_SNIPPETNAME2|ID2>
...
..
.

if this is requested more often, we consider this. The snippets have a very simple usecase and shoud improve the daily use for agents.

Regards