Hello,
I'm mostly succesfully trying to clench OTRS into our workflow, OTRS feels
comfortably in hand.
One issue I've stumbled upon is that our workflow includes frequent
forwarding of incoming mail and awaiting for external response (all of which
belongs under one ticket). Is there possibility to define "templates", just
like Responses for replying, for Forwarding an article?
Second one - there are option tags like <OTRS_FIRST_NAME> and so on, does
some tag exist to insert ticket freetext tags into template?
Thanks in advance.
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| Pavel Kácha
| [EMAIL PROTECTED]
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