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Change Template relations for an Attachment
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To speed up ticket processing and to standardize the look of answers, you can define templates in OTRS. A template can be linked to one or more queues and vice versa.
There are different kind of templates that are used in different parts of OTRS and they have its own purpose, the following is the list of possible template types:
Answer: To be used as a ticket response or reply
Create: To be used in New Phone or Email ticket
Forward: To be used to forward an article to someone else
PhoneCall: To be used in the Phone Call Inbound and Outbound screens
Answer templates can be accessed in two ways, from the ticket zoom screen in the article menu, or on a quicker way: from any ticket overview large screen such as Status View or Ticket View. For a fresh OTRS installation, the "empty answer" template (Answer) is set as the default for every queue.
As soon as Forward templates are added and assigned to queues, the "Forward" button in ticket zoom (that normally leads to a empty text forward screen) will change into a selection control, the selection is filled with the added Forward templates, by choosing one of the templates, the forward screen will be shown prefilled with the template text and attachments (similar to the reply selection box with the Answer templates).
Creating templates of type Create and PhoneCall will make visible the "Text Template" selection box in their respective screens, choosing a template for the list will populate the "Text" and "Attachment" fields (if available in the template). Notice that any previous change in the Text or attachments will be overwritten by selecting a template.
Clicking the "Templates" link on the Admin page brings you to the Template management screen (see figure below).
Template management
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To create a new template, click on the <literal>Add template</literal> button, provide the required data (make sure to select the appropriate template type) and submit it (see figure below).
Adding a template
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To add/remove templates to one or more queues, click on the "Templates &lt;-&gt; Queues" link on the Admin page (see figure below). You can also use filters to get information regarding a specific entity.
Template-Queue relations management
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To define the different templates that will be available for a queue and vice versa, click on the corresponding template or queue (see below the Figures 5.32 and 5.33, respectively).
Change Queue relations for a Template
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Change Template relations for a Queue
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When choosing a template, additional information could be added to the template text, this depends on the template type:
PhoneCall and Create templates does not add any content to the template text, however New Email Ticket screen adds the queue assigned signature to the resulting email body (this screen has a separated box to visualize the signature).
Answer templates text when selected also included the salutation associated with the queue, then the text of the template, then the quoted ticket text, and finally the signature associated with the queue.
Forward templates are similar to Answer templates, but they does not include the salutation part.


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type: Content of: <section><section><para><figure><screenshot>
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i18n/doc-admin.pot, string 1282