Answer open call by phone

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savio
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Answer open call by phone

Post by savio »

Hi everyone,

Does anyone know how to create a predefined text to answer the open call by telephone?

Thank you.
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crythias
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Re: Answer open call by phone

Post by crythias »

There may be templates that can be used but also consider whether you want to do this in body or DynamicFields.
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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savio
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Re: Answer open call by phone

Post by savio »

I created the model (see attached):
call answer.png
but how do I call this model automatically when you open the call via telephone?
chamado via fone menu.png
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savio
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Joined: 13 Aug 2015, 18:05
Znuny Version: 4.0.14

Re: Answer open call by phone

Post by savio »

I still can not solve, does anyone know how to load this automatic response?

Grateful!
savio
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Re: Answer open call by phone

Post by savio »

Anyone?
freeman77
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Re: Answer open call by phone

Post by freeman77 »

I created a "phone call" template just to test, it needs to be associated with a queue (Sysconfig > Templates<->Queues), then that template is going to be available when an agent selects the option "phone call inbound/outbound " to update an already existing ticket.

I'm guessing that you want to use this template when creating a new phone ticket.
savio
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Re: Answer open call by phone

Post by savio »

Where I (sysconfig> Templates <-> Queues)?
crythias
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Re: Answer open call by phone

Post by crythias »

OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
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savio
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Joined: 13 Aug 2015, 18:05
Znuny Version: 4.0.14

[SOLVED] Re: Answer open call by phone

Post by savio »

Hello everyone,

I managed to solve my problem. (Administration >> Models >> Type >> (Create)) My mistake is because he was putting the type "telephone call" in the case was "create", then when I open a ticket by telephone just choose the template.

Thank you all!
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