Re: [otrs] Email ticket templatesI'm using v 2.1.7. To create a default
template for new tickets created by agents through the web interface, you
should use SysConfig to edit the default configuration
For new Email Tickets, open
Ticket -> Frontend::Agent::Ticket::ViewEmailNew
and edit the following params
Ticket::Frontend::AgentTicketEmail###Subject:
Default subject for new email tickets (e.g. 'email
Outbound')Ticket::Frontend::AgentTicketEmail###Body:
Default text for new email tickets.
For new phone Tickets, open
Ticket -> Frontend::Agent::Ticket::ViewPhoneNew
and edit the following params
Ticket::Frontend::AgentTicketPhone###Subject:
Default subject for new phone tickets (e.g. 'Phone call').
Ticket::Frontend::AgentTicketPhone###Body:
Default note text for new telephone tickets. E.g 'New ticket via call.'
Note that the Body field for new Phone tickets, it's note a Text Area field,
but a simple text field...
Gabriele
----- Original Message -----
From: Jonathan Larsen
To: User questions and discussions about OTRS.org
Sent: Tuesday, July 24, 2007 12:26 AM
Subject: RE: [otrs] Email ticket templates
Okay, you need to edit the default reply located in the auto responses.
That’s the first auto email a customer receives when they email in.
Jonathan Larsen
Mountain West Heart Center
IT Dept
[EMAIL PROTECTED]
801.270.4108
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Klement,
Charles
Sent: Monday, July 23, 2007 3:48 PM
To: otrs@otrs.org
Subject: Re: [otrs] Email ticket templates
The only issue is that these only work on responses. I'd like templates for
the first email sent out on a ticket generated by the NOC.
----- Original Message -----
From: [EMAIL PROTECTED] <[EMAIL PROTECTED]>
To: User questions and discussions about OTRS.org <otrs@otrs.org>
Sent: Mon Jul 23 13:10:47 2007
Subject: RE: [otrs] Email ticket templates
Click on Admin and then you will see responses. Edit or create a new
template. Besure to assign it to the queue too. When you email responses it
should show up all the time.
Jonathan Larsen
Mountain West Heart Center
IT Dept
[EMAIL PROTECTED]
801.270.4108
-----Original Message-----
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Klement,
Charles
Sent: Monday, July 23, 2007 11:45 AM
To: otrs@otrs.org
Subject: [otrs] Email ticket templates
Hello,
I'm currently using 2.1.6. Is anyone aware if it's possible to define
templates that can be used when creating a new email ticket? Our intent
is to have some standard boiler plate for making announcements of
maintenance windows our outages.
If there is not generic templating capability for new tickets, is it
possible to have a standard message per queue.
I'm willing to upgrade to a newer version if that would get me the
feature that I am looking for.
Thanks,
charles
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