On 22 Feb 2010, at 14:55, otrs-request@otrs.org wrote:

Richard Cross wrote :

...

Thanks, but that post seems to describe the solution I mentioned above, which is not what I'm looking for. I found that the easiest way around this problem is to use the FAQ facility and create new FAQ entries with the content I need to send in the "Symptom" field. Then, when creating a New Email Ticket, I can then select the appropriate FAQ and it gets pasted into the email body.

Hello Richard,

the FAQ way is a clever workaround. The quicktickets work similiar, you can define buttons per screen and on button click they set predefined values for the HTML controls of the screen. In this way you can insert a predefined text in a text form. Just give them a try, IMHO this would be easier to use than the FAQ way.

I would give them a try, but I see nothing in the OTRS documentation about this feature, that mail posting mentioned previously is over 2 years old and the target files I'm supposed to edit do not contain the commented out code that is referred to. If this every becomes a properly implemented and supported feature (ideally one that can be configured through the UI rather than hacking perl files), I'd be happy to use it. In the meantime, using the FAQ works just fine and I can guarantee that my live OTRS remains in a supportable (and upgradable) state. Richard Cross.