[otrs] Forwarding responses, tags

Hello, I'm mostly succesfully trying to clench OTRS into our workflow, OTRS feels comfortably in hand. One issue I've stumbled upon is that our workflow includes frequent forwarding of incoming mail and awaiting for external response (all of which belongs under one ticket). Is there possibility to define "templates", just like Responses for replying, for Forwarding an article? Second one - there are option tags like and so on, does some tag exist to insert ticket freetext tags into template? Thanks in advance. -- ,-._,--..__,.-' | Pavel Kácha | ph@rook.cz `-._,--.