Re: Templates for new Email Tickets? On 19 Feb 2010, at 12:00, [email protected] wrote:
> Richard Cross wrote : >> Is it possible in OTRS to create multiple custom templates for use >> when creating new tickets? When creating a new email ticket (for >> example: to notify a customer of a forthcoming service outage), I'd >> like to be able to select from a list of different email templates, >> ideally that are appropriate to the queue I'm creating the ticket >> from. >> It seems that similar functionality is available when responding to a >> ticket created by a customer's email, but tickets in OTRS don't >> always start off that way (as in my example above). >> Currently, the only solution I've seen (given in this mailing list >> about 3 years ago) is to edit Ticket -> >> Frontend::Agent::Ticket::ViewEmailNew, is this still the only option? >> It's not really practical as I manage several queues in OTRS, >> supporting different customers and software products. > > Hello Richard, > > you could solve this with the so called quicktickets : > > http://lists.otrs.org/pipermail/otrs/2008-August/024296.html > > Regards > > Alexander > Thanks, but that post seems to describe the solution I mentioned above, which is not what I'm looking for. I found that the easiest way around this problem is to use the FAQ facility and create new FAQ entries with the content I need to send in the "Symptom" field. Then, when creating a New Email Ticket, I can then select the appropriate FAQ and it gets pasted into the email body. Richard Cross. --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
