For outgoing emails you'd use the responses, definable in the admin panel. If you need templates for call tickets, you could put them into the FAQ and take them from there. Greetz, Daniel ________________________________ From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nele Brick Sent: Samstag, 19. Januar 2008 12:02 To: otrs@otrs.org Subject: [otrs] Incident/ Ticket Skeleton Hi @ all, is there a possibility to define something like a ticket skeleton? For Problems which occur quite often, it would be great just to load the standard text and only to update the relevant parts? Thanks a lot, neleb