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Context English State
States can not be deleted from the system. They can only be deactivated by setting the *Validity* option to *invalid* or *invalid-temporarily*.
To edit a state:
Click on a state in the list of states.
Edit State Screen
If several states are added to the system, use the filter box to find a particular state by just typing the name to filter.
State Validation Dialog
If you change the name of a state which is used in the system configuration, a validation check will warn you and give you the following options:
State Settings
State type \*
Every state is linked to a type, which needs to be specified if a new state is created or an existing one is edited. The following types are available:
pending auto
State types are predefined and cannot be changed in the software due to their special mechanics. When adding new states for *pending auto* and *pending reminder* state types you must make further configurations in the *System Configuration* module of the *Administration* group.
The following configuration options are relevant and noteworthy when managing states:
Providing the correct and consistent answer all the time regardless of employee or knowledge-level is important to maintain a professional appearance to your customers. Additionally, speed in sending standard answers is key to wading through the masses of requests in growing service desks.
OTRS templates offer you a variety of ways to deal with standardizing communications and help to pre-define texts so that the customer always receives the same level and quality of service from all agents.
Use this screen to add templates for use in communications. A fresh OTRS installation already contains a template by default. The template management screen is available in the *Templates* module of the *Ticket Settings* group.
Template Management Screen
Manage Templates
To add attachments to a template, it needs to create the attachment first in the :doc:`attachments` screen.
To add a template:
Click on the *Add Template* button in the left sidebar.
Add Template Screen
To edit a template:
Click on a template in the list of templates.
Edit Template Screen
To delete a template:
Click on the trash icon in the list of templates.


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