Okay, I found this:
http://blog.otrs.org/2010/11/02/otrs-3-0-ticket-templates/
This is way more powerful than the template feature but a bit hard to
configure.
Lars
2014/1/7 Lars Jørgensen
Hi,
Recently upgraded our test system because we want to use the template feature. While the current implementation is a good idea, we would like the following things to be added to make it truly useful as a "quick ticket" feature (we get a lot of "I forgot my password!" phonecalls. Most of them doesn't get registered in OTRS because it takes longer than to actually solve the problem for the user).
* The template should also include a subject. It would be nice just to copy the template name to the subject field. * When you create a new phone ticket, it should be possible to select a defalt queue (in our case, a general "Helpdesk" queue will carry 90% of all created tickets. It's a waste of time to select it every time, especially because we have many queues and need to scroll the list to see it).
Also, when you create a new phone ticket, there's a "Customer ID" field on it, that was not there in version 3.2. What is it, and how do I get rid of it?
-- Lars
-- Lars