Okay, I found this: http://blog.otrs.org/2010/11/02/otrs-3-0-ticket-templates/
This is way more powerful than the template feature but a bit hard to configure. Lars 2014/1/7 Lars Jørgensen <ljo...@gmail.com> > Hi, > > Recently upgraded our test system because we want to use the template > feature. While the current implementation is a good idea, we would like the > following things to be added to make it truly useful as a "quick ticket" > feature (we get a lot of "I forgot my password!" phonecalls. Most of them > doesn't get registered in OTRS because it takes longer than to actually > solve the problem for the user). > > * The template should also include a subject. It would be nice just to > copy the template name to the subject field. > * When you create a new phone ticket, it should be possible to select a > defalt queue (in our case, a general "Helpdesk" queue will carry 90% of all > created tickets. It's a waste of time to select it every time, especially > because we have many queues and need to scroll the list to see it). > > Also, when you create a new phone ticket, there's a "Customer ID" field on > it, that was not there in version 3.2. What is it, and how do I get rid of > it? > > > -- > Lars > -- Lars
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