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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
<graphic fileref="screenshots/administration/adminarea/admin-template.png" scalefit="1" width="100%" contentdepth="100%"></graphic>
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
<graphic fileref="screenshots/administration/adminarea/add-template.png" scalefit="1" width="100%" contentdepth="100%"></graphic>
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
<graphic fileref="screenshots/administration/adminarea/admin-template-queue.png" scalefit="1" width="100%" contentdepth="100%"></graphic>
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
<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.

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type: Content of: <section><section><para><figure><screenshot>
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read-only
Source string location
en/content/administration/adminarea/salutations-signatures-attachments-templates.xml:272
String age
a year ago
Source string age
a year ago
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i18n/doc-admin.pot, string 1291