Hi, I commented that I have OTRS 3.0.6 in the company and has worked very well. But I have a requirement which I coud not solve: I have some answers with templates associated with a queue, this works for me now as follows: 1. The client makes a ticket requesting such a change of operating system on client's machine 2. then the agent responds with a response associated with a queue for the customer to fill in the template information with "the brand of computer, operating system required and the reason for the change of operating system" 3. The client finally fills the template and sends the requested information to the agent. I want the client does not have to wait for the agent will send a reply with the template to be filled. I want the client when creating the new ticket and select the queue and service, it automatically appears to fill the template, so that the solution time of the ticket is shorter. Anyone know how this could be done?? Thank you can help me Diana Ospina -- Cordialmente, ITAC S.A. [http://www.itac.com.co/documentos/firmaITAC.gif] http://www.itac.co/web/guest/eventos-2011 *www.itac.com.co* http://www.itac.com.co *Diana Ospina* Coordinadora de soporte interno y proyectos especiales *ITAC - IT Applications Consulting* Avenida 19 # 120 - 71 Oficina 516 Bogota, DC. Colombia Teléfono (+571) 7444822 Ext. 1301 *diana.ospina@itac.co* mailto:diana.ospina@itac.co ------------------------------------------------------------------------ *Nuestros clientes hacen parte de la calidad que brindamos por lo que lo invitamos a que si tiene una queja, reclamo o sugerencia nos la haga saber a calidad@itac.com.co mailto:calidad@itac.com.co *