Re: [otrs] Email ticket templatesI'm using v 2.1.7. To create a default template for new tickets created by agents through the web interface, you should use SysConfig to edit the default configuration For new Email Tickets, open Ticket -> Frontend::Agent::Ticket::ViewEmailNew and edit the following params Ticket::Frontend::AgentTicketEmail###Subject: Default subject for new email tickets (e.g. 'email Outbound')Ticket::Frontend::AgentTicketEmail###Body: Default text for new email tickets. For new phone Tickets, open Ticket -> Frontend::Agent::Ticket::ViewPhoneNew and edit the following params Ticket::Frontend::AgentTicketPhone###Subject: Default subject for new phone tickets (e.g. 'Phone call'). Ticket::Frontend::AgentTicketPhone###Body: Default note text for new telephone tickets. E.g 'New ticket via call.' Note that the Body field for new Phone tickets, it's note a Text Area field, but a simple text field... Gabriele ----- Original Message ----- From: Jonathan Larsen To: User questions and discussions about OTRS.org Sent: Tuesday, July 24, 2007 12:26 AM Subject: RE: [otrs] Email ticket templates Okay, you need to edit the default reply located in the auto responses. That’s the first auto email a customer receives when they email in. Jonathan Larsen Mountain West Heart Center IT Dept it@heartslc.com 801.270.4108 From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Klement, Charles Sent: Monday, July 23, 2007 3:48 PM To: otrs@otrs.org Subject: Re: [otrs] Email ticket templates The only issue is that these only work on responses. I'd like templates for the first email sent out on a ticket generated by the NOC. ----- Original Message ----- From: otrs-bounces@otrs.org To: User questions and discussions about OTRS.org Sent: Mon Jul 23 13:10:47 2007 Subject: RE: [otrs] Email ticket templates Click on Admin and then you will see responses. Edit or create a new template. Besure to assign it to the queue too. When you email responses it should show up all the time. Jonathan Larsen Mountain West Heart Center IT Dept it@heartslc.com 801.270.4108 -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Klement, Charles Sent: Monday, July 23, 2007 11:45 AM To: otrs@otrs.org Subject: [otrs] Email ticket templates Hello, I'm currently using 2.1.6. Is anyone aware if it's possible to define templates that can be used when creating a new email ticket? Our intent is to have some standard boiler plate for making announcements of maintenance windows our outages. If there is not generic templating capability for new tickets, is it possible to have a standard message per queue. I'm willing to upgrade to a newer version if that would get me the feature that I am looking for. Thanks, charles This message (including any attachments) contains confidential and/or proprietary information intended only for the addressee. Any unauthorized disclosure, copying, distribution or reliance on the contents of this information is strictly prohibited and may constitute a violation of law. If you are not the intended recipient, please notify the sender immediately by responding to this e-mail, and delete the message from your system. If you have any questions about this e-mail please notify the sender immediately. _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? =http://www.otrs.com/ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? =http://www.otrs.com/ This message (including any attachments) contains confidential and/or proprietary information intended only for the addressee. Any unauthorized disclosure, copying, distribution or reliance on the contents of this information is strictly prohibited and may constitute a violation of law. If you are not the intended recipient, please notify the sender immediately by responding to this e-mail, and delete the message from your system. If you have any questions about this e-mail please notify the sender immediately. ------------------------------------------------------------------------------ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/