Change note-type to external when choosing text template

[skommen]

Hi.

I've created a standard template for Customer-reply from agent.

Is it possible to automatically change reply-type to external when choosing specific text templates? We're experiencing that agents forget to change reply-type to external. Internal is set to default, and will remain so ...

Best regards
Eirik Skomakerstuen

[RStraub]

You need an attribute to decide on, to tell OTRS when and what to restrict. If you open up different response templates, you can see that in the URL only the param "ResponseID" changes:

Code: Select all

Action=AgentTicketCompose&TicketID=5666&ArticleID=8270&ReplyAll=&ResponseID=6

So you could try to add an ACL which forbids "note-type-internal" and set the filter to "Action = AgentTicketCompose" and "ResponseID=YourTemplateID".

This is not tested and just a suggestion.