Add article to template

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vancowboy
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Add article to template

Post by vancowboy » 04 Sep 2019, 18:20

Is there a way to include a specific article to a template? i.e. I want to create a "close IT Printer" template and the first article is the information from the user on the printer problem, which I want to include in the close ticket information that gets sent to the user. If this is possible, how would I go about doing just that?

TIA

root
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Re: Add article to template

Post by root » 04 Sep 2019, 19:33

Hi,

Is it a process ticket or a regular one? If it's a process ticket and version 6 I would be able to provide a (commcercial) solution. With OTRS 7? No idea.

- Roy
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vancowboy
OTRS newbie
Posts: 3
Joined: 03 Sep 2019, 23:20
OTRS Version?: 7.0.0
Real Name: John Morgan
Company: State of Nevada

Re: Add article to template

Post by vancowboy » 04 Sep 2019, 20:01

It is a regular ticket but it is a process within the ticket as a whole. I believe we are on version 7 but I could be wrong as I am not an administrator of OTRS but I am one of the heavier users.
Ideally it would work something like this

1) User A opens a ticket with the helpdesk
2) Helpdesk creates Article #1 with a full description of what is going on (this beyond the ticket detail information)
3) Technician B works on the printer issue
4) Technician C gets a call from Tech B to close the ticket (remote field office in this case)
5) Technician C closes the ticket
6) OTRS sends a close notification to User A with the fields in the ticket details, as well as everything in article A

This would ensure that both sides know what the original work order was and can cross reference with the actual work being completed.

Does that make sense?

jojo
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Re: Add article to template

Post by jojo » 04 Sep 2019, 20:21

if you are OTRS 7 user, contact the OTRS Group servicedesk
"Production": OTRS™ 7, STORM powered by OTRS
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vancowboy
OTRS newbie
Posts: 3
Joined: 03 Sep 2019, 23:20
OTRS Version?: 7.0.0
Real Name: John Morgan
Company: State of Nevada

Re: Add article to template

Post by vancowboy » 04 Sep 2019, 20:40

The OTRS administrators would have to do this, what I need to know is if it is possible and what the general steps are. What if we are on an older version of OTRS (I cannot tell from the web interface I get presented with) ?

jojo
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Re: Add article to template

Post by jojo » 04 Sep 2019, 22:17

yes, it is possible with commercial add ons, which might be included with your OTRS contract
"Production": 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 :: Share your ideas

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