Re: Templates for new Email Tickets? On 19 Feb 2010, at 12:00, otrs-request@otrs.org wrote:

Richard Cross wrote :

...

Is it possible in OTRS to create multiple custom templates for use when creating new tickets? When creating a new email ticket (for example: to notify a customer of a forthcoming service outage), I'd like to be able to select from a list of different email templates, ideally that are appropriate to the queue I'm creating the ticket from. It seems that similar functionality is available when responding to a ticket created by a customer's email, but tickets in OTRS don't always start off that way (as in my example above). Currently, the only solution I've seen (given in this mailing list about 3 years ago) is to edit Ticket -> Frontend::Agent::Ticket::ViewEmailNew, is this still the only option? It's not really practical as I manage several queues in OTRS, supporting different customers and software products.

Hello Richard,

you could solve this with the so called quicktickets :

http://lists.otrs.org/pipermail/otrs/2008-August/024296.html

Regards

Alexander

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. Richard Cross.