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Change Queue relations for a Template
<graphic fileref="screenshots/administration/adminarea/template-queue-relations.png" scalefit="1" width="100%" contentdepth="100%"></graphic>
Change Template relations for a Queue
<graphic fileref="screenshots/administration/adminarea/template-queue-relations2.png" scalefit="1" width="100%" contentdepth="100%"></graphic>
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.
Auto Responses
OTRS allows you to send automatic responses to customers based on the occurrence of certain events, such as the creation of a ticket in a specific queue, the receipt of a follow-up message in regards to a ticket, the closure or rejection of a ticket, etc. To manage such responses, click the link "Auto responses" on the Admin page (see figure below).
Auto response management
<graphic fileref="screenshots/administration/adminarea/admin-autoresponse.png" scalefit="1" width="100%" contentdepth="100%"></graphic>
To create an automatic response, click on the button <literal>Add auto response</literal>, provide the needed data and submit it (see figure below).
Adding an auto response
<graphic fileref="screenshots/administration/adminarea/add-autoresponse.png" scalefit="1" width="100%" contentdepth="100%"></graphic>
The subject and text of auto responses can be generated by variables, just as in signatures and salutations. If you insert, for example, the variable &lt;OTRS_CUSTOMER_EMAIL[5]&gt; into the body of the auto answer, the first 5 lines of the customer mail text will be inserted into the auto answer. You will find more details about the valid variables that can be used at the bottom of the screen shown in the Figure.
For every automatic answer, you can specify the event that should trigger it. The system events that are available after a default installation are described in the Table 4-4.
Events for auto responses
Name
auto reply
Creation of a ticket in a certain queue.
auto reply/new ticket
Reopening of an already closed ticket, e.g. if a customer replies to such ticket.
auto follow up
Reception of a follow-up for a ticket.
auto reject
Automatic rejection of a ticket, done by the system.
auto remove
Deletion of a ticket, done by the system.
As with other OTRS entities, auto responses too cannot be deleted, only deactivated, by setting the Valid option to <emphasis>invalid</emphasis> or <emphasis>invalid-temporarily</emphasis>.
To add an auto response to a queue, use the "Auto Response &lt;-&gt; Queues" link on the Admin page (see figure below). All system events are listed for every queue, and an auto answer with the same event can be selected or removed via a listbox.

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type: Content of: <section><para>
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read-only
Source string location
en/content/administration/adminarea/autoresponses.xml:35
String age
a year ago
Source string age
a year ago
Translation file
i18n/doc-admin.pot, string 1305