I would like to have a response template for use when answering tickets
that looks like this:
Hi!
We are pleased to announce that the <PRODUCT-NAME> <RELEASE-NUMBER>
release is now available for download at <DOWNLOAD-LOCATION>. We believe
that this release will fix your problem.
Regards,
Where the '<PRODUCT-NAME>', '<RELEASE-NUMBER>' and '<DOWNLOAD-LOCATION>'
is the only information my Support Engineers needs to fill in. I would
really like that this was a 'form' with three holes for these pieces of
information. Is this something that is easy to do with OTRS?
An another example would be something like this:
Hi!
We are pleased to announce that the <PATCH-NAME> is now available for
download at <DOWNLOAD-LOCATION>. We believe that this patch will fix your
problem.
Regards,
We have quite a few patches and products and releases, so creating a
response template for each one would be quite massive, or do you have any
other suggestions for me?
--
Stein Erik
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