I have been searching for a way to preload text in a common ticket (password
resets) for
more efficiency. I would like to have this available to the phone ticket
creation since we use it
90% of the time, though it would be fine if it showed up in the email ticket
creation window
also.
I found an existing post about this and was wondering if it pertains to what I
would like to do.
The posting is number: msg21692 and the title is: Re: [otrs] TEMPLATES. See
below:
>>> Can someone please help me?
>>> I like to create a template for a one of my queue.
>>> EXAMPLE; We have a queue called "NewHire", and we would like to add a
>>> template to
>>>it; so when a customer submitt a "new hire request", we would like the
>>>template to pop-up
>>>and have them fill out the blanks. The template is just a word document. Any
>>>ideas on
>>>how to do this? I'm using the lastet OTRS on windows enviroment.
>>> thank you,
>>>For one specific queue, it would be difficult, but you can search for
>>># <form action="$Env{"CGIHandle"}" method="post"
>>>enctype="multipart/form-data">
>>># <input type="hidden" name="Action" value="$Env{"Action"}">
>>># <input type="hidden" name="Subaction" value="StoreNew">
>>># <input type="hidden" name="FormID" value="$QData{"FormID"}">
>>># <input type="hidden" name="ExpandCustomerName" value="2">
>>># <input type="hidden" name="Subject" value="Example Subject">
>>># <input type="hidden" name="Body" value="Name:
>>># Product:
>>># Comment:">
>>># <input class="button" type="submit" name="" value="$Text{"Example
>>>Template"}">
>>># </form>
>>># <hr>
>>>in AgnetTicketPhone.dtl
>>>This will create a button in your Phone Ticket Mask which will populate the
>>>body of the
>>>ticket. This will be available to all agents of all queues.
>>>--
>>>Shawn Beasley
I would like this button available during the creation of a phone or email
ticket and it would be
for all agents of all queues.
If anyone has any information on where to point me I would greatly appreciate
their help. I
should note that this is a excellent piece of software and everyone whom has
spent time
working on OTRS and spending time helping others have really helped us out and
they
deserve our thanks.
Thank you,
>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>
Craig Meirick, Help Desk/PC Support
Northeast Iowa Community College -- http://www.nicc.edu
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