Use of templates

[bmichelot]

Hi all,
I need your expertise for understanding how the templates works.
We use OTRS since the version 3 as long as I remember me...
And we already use templates for answering and forwarding messages.
And I just notice that there are many other types of templates like : create, email, note and phonecall.
Is someone able to explain me how they can be used ? Which parameters should I modify to be able to use them ?
Thanks for your help,
Regards,

[bmichelot]

One more question...
Is there a way to create a template with default recipient email address ?
We often request some files from the engineering team, and those requests are always send to the same recipients using a template type "forward".
Thanks !

[wurzel]

HI,

in versions <5 templates only were available for Reply/Compose.

since V5 you can use templates for a note, or a phone call, and more, too. They are working out of the box.


You can not pre-define a template with a default address.

Florian

[bmichelot]

Thanks for your answer Florian !
We are now in the version 5.0.16.
I have create templates for each template type and I add them to queues... but I am not able to see where I can use them in the agent interface... Would you mind showing me how it works ?

[wurzel]

Hi,

let's start reading the documentation, here.
http://doc.otrs.com/doc/manual/admin/st ... nd-answers

regards
Florian

[bmichelot]

Thanks for your answer but the documentation does not mention where I can find the option to switch between the different templates.
But I found them by myself. Thanks a lot for your help !
Regards,