Message: 1 Date: Wed, 17 Oct 2012 14:13:45 +0000 From: Juan Manuel Clavero Almir?n Subject: Re: [otrs] Checklist To: User questions and discussions about OTRS. Message-ID: <4E6C4135180B424CBFC6C6DE9456154A2A17BAA1@SCPDPSEXMB01P.ssib.local> Content-Type: text/plain; charset="utf-8" Hi Stefanie, a simple way would be using FAQ Articles. an Agent should insert Article text in the AgentTicketPhone Rich Text editor this way he would be able to read the questions and answer them Kind regards, Juan Clavero ############################# Hi Juan, that´s a good and easy idea ! Thank´s , we´ll try it that way. Best regards, Stefanie Krüger