It should be possible to add images to article templates in the same way as adding them to FAQ Articles or when composing an E-Mail, i.e. by copy/paste or uploading them in the editor. Currently, adding images in a template is only possible by including the image encoded in base64. If you have many images, you will exceed the character limit quickly. We would like to create some image-heavy step-by step procedure templates ...more »
When you write an article in a process dialog it isn't possible to use the defined answer templates.
I would like if this would be possible, based on the article type, like in the other dialogs.
It would be usefull to add new tag in templates for attachment handling like "OTRS_TICKET_Attachments". This tag will help to include attached files to different notifications(scheduled or event bases).
In workflows, I'd like to be able to send emails, following a predefined template (as the "Reply" dropdown does). This can be either: - via the Activity Dialog (e.g. special field "Email" similar to "Article"), where I could specify the template to use, and that will display the subject & body of email in the dialog. - or via a Transition Action, provided I can pass variables or expressions in the parameters. ...more »
Like changes and workorders there should be possibility to save conditions as templates. It will save time as most time needed in changes is setting proper conditions
When creating a new queue in admin interface you have to start from scratch each time. I do suggest to allow creation of a new queue by using an existing queue as template. All settings ( access rights, templates, etc.) are copied from the template - you just need to define a new name of the queue.
When using email templates the To and CC field is filled (as usual) with the names already included inside the article on which you send the response.
Sometimes you have defined a template which always need to be send to a certain address - therefore it would be nice to have the option to include such (fixed) addresses as default inside the template.
Currently i only see a way to template an Email-ticket to one end user using PreSelectedCustomerUser.
It would be very beneficial if we could assign 2 or more email's to the "To" field and/or "Cc" field from a template.
Currently can't populate the Cc filed at all in otrs 3.1.4.
I suggest to enable a search/stats for tickets in which a special email-template was used as answer. When you have defined special email-answers and frequently make us of them it would be quite nice to have an overview how often such a template was used and in which tickets it was used.
Why I have to create a change when I want to create a template? That the question for this idea. Templates should be editable and you shouldn't create a new change/workorder if you only want to create a template.
I suggest to allow also the definition of subject line for response templates. In best case also the x-headers should be supported. Would be great to have it together with the configurable next ticket state.
I suggest to enable some kind of grouping for response templates. Currently it gets quite messy if you define a lot of response templates for different queues. Therefore a sorting / filtering by queue or groups would be very helpful and you don't longer need some workarounds with running numbers at the beginning of the response template name.