[ SOLVED ] Email ticket templates

[georgelazar]

Hi,

I'm using OTRS 3.0.5 and I'm trying to setup email ticket templates.
It seems that is possible to create just one default template from sysconfig but I need to populate the body of the New email ticket with various templates depending on the selected queue.

Is this possible?

Thanks.

[HervE]

Hi,

menu Admin > Queue Settings > Responses
then
menu Admin > Queue Settings > Responses<->Queues (for the association of responses to queues)

HervE

[georgelazar]

Hi HervE,

I'm referring to New Email ticket, when an agent manually create a new email ticket to have the body pre populated with data depending on the (from) queue selected.
At this moment only signature is automatically populated when I choose New email ticket and I select From: queue but I need the body as well.


Thanks!

[diginin]

A good way is to use FAQ categories for this. You can then add text to an email ticket via the FAQ module link above the Subj/Body in the email ticket mask.This video shows the technique as used in the phone mask (but the way is the same)

[georgelazar]

Yes, that's the way I have accomplished this.
Thanks.