Ticket with Pre filled values

[flippertom]

How can we create a ticket with some values prefilled. Mainly the queue and attachment.
I have seen the concept of templates in OTRS. But it seems that you can have only one ticket template (or am I wrong?Can we create multiple templates?).
And can have hardcoded attachment in the template?

[crythias]

No, and also this is a bad user experience to include an attachment with every new ticket. It would be better to include a link to the file. Also you don't want to clog your database with this attachment multiple times, do you?

[reneeb]

There is a addon: http://feature-addons.de/otrs/Ticket/TicketTemplates

With that addon you can prefill several fields (including attachments)

[flippertom]

No, and also this is a bad user experience to include an attachment with every new ticket. It would be better to include a link to the file. Also you don't want to clog your database with this attachment multiple times, do you?

You are right. I'm going with the approach as you said..including the link instead of the attachment.

[flippertom]

There is a addon: http://feature-addons.de/otrs/Ticket/TicketTemplates

With that addon you can prefill several fields (including attachments)

Thank you!...will explore this option. Have decided not to go with the attachments part...but for other fields which are repeatedly used this seems like a useful add-on.

[wurzel]

Hi,

you can use the "Templates" of OTRS4 to get predifined articles with (or without) attachements.

Another possibility is to use URL Actions for this
http://blog.otrs.org/2010/11/02/otrs-3- ... nt-page-1/

I never managed to get both things working together.

For REAL Templates I use the add on which was mentioned by reneeb

Flo