I have been searching for a way to preload text in a common ticket (password resets) for more efficiency. I would like to have this available to the phone ticket creation since we use it 90% of the time, though it would be fine if it showed up in the email ticket creation window also. I found an existing post about this and was wondering if it pertains to what I would like to do. The posting is number: msg21692 and the title is: Re: [otrs] TEMPLATES. See below:
Can someone please help me? I like to create a template for a one of my queue.
EXAMPLE; We have a queue called "NewHire", and we would like to add a template to it; so when a customer submitt a "new hire request", we would like the template to pop-up and have them fill out the blanks. The template is just a word document. Any ideas on how to do this? I'm using the lastet OTRS on windows enviroment.
thank you,
For one specific queue, it would be difficult, but you can search for
#
# # <input type="hidden" name="Subaction" value="StoreNew"> # # <input type="hidden" name="ExpandCustomerName" value="2"> # <input type="hidden" name="Subject" value="Example Subject"> # <input type="hidden" name="Body" value="Name: # Product: # Comment:">
#
# </form> # <hr> in AgnetTicketPhone.dtl
This will create a button in your Phone Ticket Mask which will populate the body of the ticket. This will be available to all agents of all queues.
-- Shawn Beasley
I would like this button available during the creation of a phone or email ticket and it would be for all agents of all queues. If anyone has any information on where to point me I would greatly appreciate their help. I should note that this is a excellent piece of software and everyone whom has spent time working on OTRS and spending time helping others have really helped us out and they deserve our thanks. Thank you,
~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College -- http://www.nicc.edu <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<