To accelerate answering tickets and to standardize the look of answers you
can define responses in OTRS. A response can be linked to one or more
queues, a queue can be linked to one or more responses. To make it possible
to use a response quickly the different responses are displayed below of
every ticket in the QueueVie or in "My Queues".
After a a default installation of the system the "empty answer" response is
defined for every queue. Through the "Responses" link it is possible to
manage the different responses.
To add or remove response to one or more queues the "Responses <-> Queues"
link can be used.
If you use a response for example through the QueueView you can see, that
not only the text of the response and the ticket text is displayed but also
a salutation and a signature. A response is assembled by different text
modules. The signature and the salutation of the queue where the ticket is
stored are two of the text modules of the response and also the original
ticket text and, if defined, the text of the response is included. The
different text modules are ordered that first the salutation is displayed,
then the quoted ticket text then the text of the response and after all
these text modules the signature is shown.
A text module for a response is the salutation. Salutations can be linked
to one or more queues as described in the section about
queues
. Only if a salutation is linked to a queue it is used if a ticket from
this queue is answered. The "Salutations" link lets you manage the
different salutations of your system.
After a default installation there are already two salutations available in
the system, "system standard salutation (de/buiss)" and
"system standard salutation (en)".
Because the content of a salutation can be created dynamicaly, for example
for things that change for every ticket (e.g. the name or mail address of
the sender), it is possible to use variables in salutations. The text which
is saved in the variables will be placed in the response text if you reply
to a ticket.
The different variables you can use in responses are listed in the lower
part of the salutation screen. If you use for example the variable
<OTRS_LAST_NAME> the lastname of the sender of the ticket will be
included in your reply.
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To keep the consistency of the data for OTRS it is not possible to delete a
salutation. To deactivate a salutation set it to
"invalid" or "invalid-temporarily".
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Another text module for a response is the signature. Signatures can be
linked to a queue as described in the section about the
queues
. Only if a signature is linked to a queue it will be included into the
response text. Through "Signatures" link you can manage the signatures in
your system.
After a default installation of OTRS there are already two signatures
stored in your system, "system standard signature (de/buiss)" and
"system standard signature (en)".
Like salutations signatures also can contain dynamical content (e.g. the first and
last name of the agent who answers the ticket), also variables replace
the content of the signature text for every ticket. See the lower part of
the signatures screen for the variables which can be used. If you include
the variable <OTRS_LAST_NAME> in a signature for example, the last
name of the agent who answers the ticket will be included in the signature
text.
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To keep the consistency of the data for OTRS it is not possible to delete a
signature. To deactivate a signature set it to
"invalid" or "invalid-temporarily".
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Another optional part of a response can be one ore more attachments. The
attachment will be send if the response is used, but with checkboxes it is
possible to deactivate the attachment in the answer screen for tickets.
Through the "Attachment" link it is possible to load the attachments into
the database of the system. If an attachment is stored it can be linked to
one or more responses, just follow the "Attachment <-> Responses"
link.
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To keep the consistency of the data for OTRS it is not possible to delete a
attachment. To deactivate a attachment set it to
"invalid" or "invalid-temporarily".
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