[SOLVED] Customer Ticket Template
Moderator: crythias
[SOLVED] Customer Ticket Template
Greetings all,
I am configuring OTRS 5.0.x on CentOS 7. I've learned a lot on this journey.
I am putting some of the final touches on my system. I want to create a customer ticket template to increase information provided during ticket generation.
Looking through the admin tab on my system, I can't see anywhere to create a ticket template for the customer end.
Could someone point me in the right direction to accomplish this goal?
Thank you very much for everything
I am configuring OTRS 5.0.x on CentOS 7. I've learned a lot on this journey.
I am putting some of the final touches on my system. I want to create a customer ticket template to increase information provided during ticket generation.
Looking through the admin tab on my system, I can't see anywhere to create a ticket template for the customer end.
Could someone point me in the right direction to accomplish this goal?
Thank you very much for everything
Last edited by nhughes on 13 Jun 2017, 21:46, edited 1 time in total.
nhughes
I have been messing around with templates. For some reason this always defaults to the bottom of the template. (I didn't type it)
--
Super Support - Waterford Business Park
5201 Blue Lagoon Drive - 8th Floor & 9th Floor - Miami, 33126 USA
Email: hot@example.com - Web: http://www.example.com/
--
Is this some generic information I need to turn off? How do I stop this from being added to ticket templates.
thank you!
--
Super Support - Waterford Business Park
5201 Blue Lagoon Drive - 8th Floor & 9th Floor - Miami, 33126 USA
Email: hot@example.com - Web: http://www.example.com/
--
Is this some generic information I need to turn off? How do I stop this from being added to ticket templates.
thank you!
Re: Customer Ticket Template
you have to adjust the signatures for the queues (did you read the manual?)
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master
Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com
"Testing": ((OTRS Community Edition)) and git Master
Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com
Re: Customer Ticket Template
customers don't have templates. Templates can only be used in Agent Interface.
Each queue has a signature assigned
Each queue has a signature assigned
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master
Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com
"Testing": ((OTRS Community Edition)) and git Master
Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com
Re: Customer Ticket Template
i know but him refers to a "template" in ticket generation. it does not exist out of box but you can customize CustomerTicketMessage.tt in order to populate ticket body with some text based on queue/service selected
nhughes
ruzzetto wrote:i know but him refers to a "template" in ticket generation. it does not exist out of box but you can customize CustomerTicketMessage.tt in order to populate ticket body with some text based on queue/service selected
I have CustomerTicketMessage.tt open. Where abouts would I begin changing the text to create the template?
Re: nhughes
anywhere in the file [block queue] for example...this is my code:nhughes wrote:ruzzetto wrote:i know but him refers to a "template" in ticket generation. it does not exist out of box but you can customize CustomerTicketMessage.tt in order to populate ticket body with some text based on queue/service selected
I have CustomerTicketMessage.tt open. Where abouts would I begin changing the text to create the template?
Code: Select all
function selectServices() {
switch ($('#ServiceID').val() ) {
case "xx":
case "xx":
case "xx":
case "xx":
case "xx":
initText('','<I><U>CUSTOM TEXT</I></U><br/><br/><B>CUSTOM TEXT</B> : <br/><br/><B>CUSTOM TEXT</B> : <br/><br/><B>CUSTOM TEXT</B> : <br/><br/><B>CUSTOM TEXT</B> (Custom text)');
break;
Re: nhughes
Whenever I input the information, I get a goofy looking customer ticket page. (above or below text box) I can't get any text to appear in the Text box. Should I be placing it somewhere in here?ruzzetto wrote:anywhere in the file [block queue] for example...this is my code:nhughes wrote:ruzzetto wrote:i know but him refers to a "template" in ticket generation. it does not exist out of box but you can customize CustomerTicketMessage.tt in order to populate ticket body with some text based on queue/service selected
I have CustomerTicketMessage.tt open. Where abouts would I begin changing the text to create the template?this piece of code let you to fill ticket body based on a specific service selectionCode: Select all
function selectServices() { switch ($('#ServiceID').val() ) { case "xx": case "xx": case "xx": case "xx": case "xx": initText('','<I><U>CUSTOM TEXT</I></U><br/><br/><B>CUSTOM TEXT</B> : <br/><br/><B>CUSTOM TEXT</B> : <br/><br/><B>CUSTOM TEXT</B> : <br/><br/><B>CUSTOM TEXT</B> (Custom text)'); break;
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Re: nhughes
Whenever I input the information, I get a goofy looking customer ticket page. (above or below text box) I can't get any text to appear in the Text box. Should I be placing it somewhere in here? [/quote]ruzzetto wrote:anywhere in the file [block queue] for example...this is my code:nhughes wrote:ruzzetto wrote:i know but him refers to a "template" in ticket generation. it does not exist out of box but you can customize CustomerTicketMessage.tt in order to populate ticket body with some text based on queue/service selected
I have CustomerTicketMessage.tt open. Where abouts would I begin changing the text to create the template?this piece of code let you to fill ticket body based on a specific service selectionCode: Select all
function selectServices() { switch ($('#ServiceID').val() ) { case "xx": case "xx": case "xx": case "xx": case "xx": initText('','<I><U>CUSTOM TEXT</I></U><br/><br/><B>CUSTOM TEXT</B> : <br/><br/><B>CUSTOM TEXT</B> : <br/><br/><B>CUSTOM TEXT</B> : <br/><br/><B>CUSTOM TEXT</B> (Custom text)'); break;
I put the information right before </textarea> and it worked!
Re: [SOLVED] Customer Ticket Template
Hello, I am trying your solution but the code is not executed, instead I see the function as plain text, could you show me how do you have it?
Code: Select all
<textarea id="RichText" class="RichText Validate_Required [% Data.BodyInvalid | html %]" name="Body" rows="15" cols="[% Config("Ticket::Frontend::TextAreaNote") %]">[% Data.Body | html %]function selectServices() {
switch ($('#ServiceID').val() ) {
case "MovistarVentas":
initText('','<I><U>CUSTOM TEXT</I></U><br/><br/><B>CUSTOM TEXT</B> : <br/><br/><B>CUSTOM TEXT</B> : <br/><br/><B>CUSTOM TEXT</B> : <br/><br/><B>$
break;
</textarea>