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Rich Text Editor Code Snippet
Click on the *Save* or *Save and finish* button.
Add the template, signature or salutation to the queue you want to use it.
Create a new ticket, choose a customer user (for this example we will call him John Doe), then choose the queue you have configured your template for.
If the customer user language is German, it should print *Sehr geehrte(r) John Doe,*. If it is set to Hungarian, you should see *Tisztelt Doe John!*. If your customer user has no language set or it is set to English, you will see *Dear John Doe,*.
As you can see, conditions in templates can be very useful, but be careful to write correct Template Toolkit syntax. If you make mistakes there, you will get an error during choosing a template.
For detailed instructions on how to write Template Toolkit code, refer to the `Template Toolkit User Manual <http://www.template-toolkit.org/docs/manual/index.html>`__.
Debugging Templates
Writing Template Toolkit code is not too difficult compared to other languages. Nevertheless errors can occur as we are all just humans. To validate your template, open the ticket create or answer screen, where you have your templates configured to be used and choose a template.
If you have mistakes in your Template Toolkit syntax, choosing a template will bring up an error screen that tell you about what went wrong and where to find the error.
Error Reason in Error Screen
In this example the **OTRS** system informed us, that there was an unexpected token ``[`` in the line ``[% IF Data.OTRSTagData.TypeID == 1 [% %]``. A second opening bracket was entered inside the same Template Toolkit tag, which for sure is forbidden.
To fix the error:
Go back to the template editing screen.
Edit the template and save it.
Start debugging the template again by creating or answering a ticket, till no more errors are found and your template comes up as desired.
This package has no agent interface.
Advanced Escalations
This feature add-on makes your escalation management more flexible and adjusts it according to your customers or to different service level agreements. Escalation types defined in **OTRS**, such as *First Response Time*, *Update Time*, and *Solution Time*, can be enhanced by creating new types and defining your own names and properties.
The *Ticket Escalation Types* option in the administrator interface enables you to define when escalations should:
start,
stop,
be suspended,
be resumed
and be restarted.
Ticket attributes, like its status or certain events like creating or answering a ticket, can be used as a trigger. For example, an escalation can start when a ticket is created, but the escalation can stop when the ticket is answered by the agent. If the status of a ticket is changed to *Pending Reminder*, the escalation is suspended, but if the status is changed back to *Open*, the escalation resumes. An up-to-date display of the escalation time left makes accurate service time management possible.
In the ticket view, the new widget *Escalation Information* appears. This shows through the use of different colors and numerical values whether or not:
the escalation time is still within the original timeframe (green),
the escalation time will run out soon (yellow),
the escalation is suspended (brown),
the escalation time has been reached, i.e. the ticket has escalated (red) or

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read-only
Source string location
../../content/advanced-editor/admin.rst:75
String age
a year ago
Source string age
a year ago
Translation file
locale/content.pot, string 108