creating a button to preload text in a ticket

19 Jun 2008

      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:
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Can someone please help me?
   I like to create a template for a one of my queue.
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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.
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thank you,
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For one specific queue, it would be difficult, but you can search for
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# 

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#        
#        <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:">
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# 
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#      </form>
#      <hr>
in AgnetTicketPhone.dtl
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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.
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--
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,
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~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>
Craig Meirick, Help Desk/PC Support 
Northeast Iowa Community College -- http://www.nicc.edu
<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<

Craig Meirick

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