Template for New Tickets

[Baustin]

Hi Guys,

I have set up templates for tickets, so when an email comes in, I can reply with a template. However these are not available when I create a new ticket.

Any ideas on what I need to do to enable this?

[pakirby]

The templates you have already created are technically "Responses". By definition, a new email is not a response so the list you made is not directly available.

I have been looking into how to do the same thing, though. While most of our outgoing emails requiring a template are in direct reply to an inbound ticket, a few are not. Unfortunately I have not come across how to set up outbound templates.

[crythias]

http://forums.otrs.org/viewtopic.php?f=60&t=10673

[pakirby]

That's very helpful as far as getting singular templates into the New email options, but ideally we would have full access to our pre-written response templates in new emails too. I will be working on trying to merge the code, but from what I've looked at so far it won't be happy about it.

[gavindegraw1]

which kind of templates do you have right now ? I need few once, can you please tell me !