Muhammad, I think you are looking for ticket templates Just google it and you will find few ways to add them Sent from my iPad On 2 May 2012, at 12:03, Steven Carr wrote:

I seem to recall reading an article somewhere (no idea where though) that you can pass the various variables in as arguments to the main AgentTicketEmail interface and it will then populate the email form, you could then use SysConfig to add in a new Menu Item which had these variables predefined in the URL.

Steve

On 2 May 2012 10:56, Muhammad El-Sergani wrote: Hi all,

Any thoughts on the below?

Thanks //M

On Sat, Apr 21, 2012 at 10:23 AM, Muhammad El-Sergani wrote: Hi all,

I'd like to have the option of having more than one template when sending out new emails. I understand this is possible for responses only, but not for new emails. Our OTRS is used for bidirectional communication with customers and suppliers, meaning, it's not just used to receive complaints from our customers, but rather for our team to open complaint tickets with our suppliers.

That being said, we need to send out specific emails sometimes to some people, and others to some people.

Is that possible using OTRS out-of-the-box, or do we need to install some sort of external plugin? And which?

Thanks //M

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Yes, the one I used is presented on a video on YouTube - search for 'otrs template' on YouTube It applies to telephone tickets but it should be possible to modify it, hopefully Sent from my iPad On 5 May 2012, at 11:10, Muhammad El-Sergani wrote:

Thanks Robert.

I had actually done so sometime ago and ended up with some OPAR package which didn't help much, and thought the world had ended there :D

Anyways, I've search Google and I believe my quest is solved in one of the top three results, will further investigate this and work on it ... GIYF!

Thanks //M

On Sat, May 5, 2012 at 11:57 AM, Robert Poreba wrote: Muhammad,

I think you are looking for ticket templates Just google it and you will find few ways to add them

Sent from my iPad

On 2 May 2012, at 12:03, Steven Carr wrote:

...

I seem to recall reading an article somewhere (no idea where though) that you can pass the various variables in as arguments to the main AgentTicketEmail interface and it will then populate the email form, you could then use SysConfig to add in a new Menu Item which had these variables predefined in the URL.

Steve

On 2 May 2012 10:56, Muhammad El-Sergani wrote: Hi all,

Any thoughts on the below?

Thanks //M

On Sat, Apr 21, 2012 at 10:23 AM, Muhammad El-Sergani wrote: Hi all,

I'd like to have the option of having more than one template when sending out new emails. I understand this is possible for responses only, but not for new emails. Our OTRS is used for bidirectional communication with customers and suppliers, meaning, it's not just used to receive complaints from our customers, but rather for our team to open complaint tickets with our suppliers.

That being said, we need to send out specific emails sometimes to some people, and others to some people.

Is that possible using OTRS out-of-the-box, or do we need to install some sort of external plugin? And which?

Thanks //M

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