How to make template available to customer frontend?

[ianwuk]

I am brand new to OTRS, so I am sorry if this is a silly question.

I have a ticket type called 'Change Request'.

I have created a template called 'Change Request' whose type is CREATE which has some pre-filled text and an attachment. When I created the template the menu did not have the option below that I saw in other OTRS videos when creating templates:

Available In:

Agent Frontend
Customer Frontend

I have assigned the Change Request template to the relevant mail queues.

When I log in as a customer and click New Ticket and then set the ticket type to 'Change Request' I want it so that then my change request template is invoked and the pre-filed text and attachment from the Change Request template appear.

How can I make this happen and what am I doing wrong?

Regards.

[wurzel]

Hi,

I would recommend to use a process ticket for customers.
The templates you built, are not available in customer frontend.

Flo

[ianwuk]

Hi,

I would recommend to use a process ticket for customers.
The templates you built, are not available in customer frontend.

Flo

Hi Flo!

Thanks very much for replying. I have started to make a basic process, which is basically:

A - Agent submits details for a change.
B - Change details get assigned to the Change Manager.
C - Change Manager can then approve or deny the change.

I have some issues/questions though, if I may?

For my transition to 'approve CR', I have the following actions:

DynamicField_Status value Change Approved. - This sets the change status to approved.

TicketResponsibleSet value Responsible to ian.w - Set my account as responsible for the ticket.

TicketOwnerSet value Owner to ian.w - Set my account as the ticket owner - this never seems to work and the ticket owner doesn't change?

When I create the new agent process ticket and fill out the details, a new ticket is created but the dynamic field data is not shown? Why is this?

I also can't then get the agent ticket to show the next process, approve CR that they can then click on and see the associated interface either.

My process looks like this:



Any help would be much appreciated!

Thanks.
Ian