Is there a way to have templates for creating new tickets? I would assume it would have to be a template applied from the Create New ***** Ticket view.
The only thing I've found is an old YouTube video modifing dtl files AgentTicketPhone.dtl or AgentTicketEmai.dtl. I see that the tt files in OTRS 5 have the same option, but this doesn't seem ideal.
If there is a way to apply templates to create new tickets, is there any way to limit it to certain groups?
Templates for creating new tickets
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root
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Re: Templates for creating new tickets
Hi Neil,
You can add templates in the admin area. Choose the proper e.g. Call or E-Mail and assign the template to a queue. Then you can choose the template when creating a phone or e-mail ticket.
- Roy
You can add templates in the admin area. Choose the proper e.g. Call or E-Mail and assign the template to a queue. Then you can choose the template when creating a phone or e-mail ticket.
- Roy
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Do you want to contribute or want to know where it goes ?
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reneeb
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Re: Templates for creating new tickets
It depends on what you want to do. If it's enough to have templates for the text, you can use - as root mentioned - the templates. If you want to prefill more stuff, you can either use the "templates" described in https://blog.otrs.com/2010/11/02/otrs-3 ... templates/ or use https://feature-addons.de/otrs/Ticket/TicketTemplates (that is a commercial addon).
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Free Znuny add ons from the community: http://opar.perl-services.de
Commercial add ons: http://feature-addons.de
Free Znuny add ons from the community: http://opar.perl-services.de
Commercial add ons: http://feature-addons.de