Re: [otrs] templates for ticket creation

Actually, it is in the admin section: Ticket::Frontend::AgentTicketPhone###Body Ticket::Frontend::AgentTicketEmail###Body This will auto-fill the text into the body of the article when creating new tickets, I believe. You can also auto-fill notes in a similar way -Josh On Wed, Aug 13, 2008 at 9:48 AM, Patrick Schiess wrote:

i found it out myself. there is a sort of "quickticket" option that can be integrated in the creation of a phone ticket or also in a email ticket. this has to be done directly in the template files: AgentTicketPhone.dtl or AgentTicketEmail.dtl. there is a section that is commented out and that can be edited like this:

<input type="hidden" name="Subaction" value="StoreNew"> <input type="hidden" name="ExpandCustomerName" value="2"> <input type="hidden" name="NextStateID" value="7"> <input type="hidden" name="TicketFreeKey1" value="Typ"> <input type="hidden" name="TicketFreeText1" value="Incident"> <input type="hidden" name="Dest" value="11||IT-Servicedesk"> <input type="hidden" name="Subject" value="Quickticket Incident"> <input class="button" type="submit" name="" value="Quickticket Incident"> </form>

regards,

patrick.

*Von:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *Im Auftrag von *Patrick Schiess *Gesendet:* Mittwoch, 13. August 2008 14:29 *An:* 'User questions and discussions about OTRS.org' *Betreff:* [otrs] templates for ticket creation

hi,

is there a possibility to create tickets which is predefined in a template? i am asking because we have a lot of similar problems coming in again and again. so it would be very nice if the agent could have the choice between some templates to create a phone ticket...

thanks a lot for your help.

regards,

patrick.

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