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InBox ServiceTemplate

Version 6.1.2

Creation date 2019-01-25

Resources

This module makes it possible to add a standard text template and associate it with a service. It allows, through administration, to add a new template with Subject and Text, making it possible to associate this template with a service. A model can be associated with several services, but a service can only be associated with one model. The module also allows the creation of a ticket, when selecting a service, depending on the configured association, it will fill the Subject and Text field with the associated template.

Prerequisites

Framework

The following versions of the OTRS framework are supported:

  • 6.x.x

Modules

The following modules are required:

  • InBox Core 6.30.9 ou superior

Operational system

The following operating systems are required:

  • [None]

Third Party Software

The following third party software is required:

  • [None]

Installation

bin/otrs.Console.pl Admin::Package::Install /path/to/InBox\ ServiceTemplate 6.1.2.opm

Configuration

This module does not offer any configuration, the only possible configuration and the loading of the Javascript file on the screen that you want to use from the template for service:

Load JS at the opening of the ticket

If installing the module, the JS file is not loaded and it is possible to do it manually.

Access the configuration referring to the ticket opening screen that you want to use the ServiceTemplate, and add JS:

Core.Agent.ServiceTemplate.js

Examples of screens:

Loader::Module::AgentTicketEmail###002-Ticket
Loader::Module::AgentTicketPhone###002-Ticket
Loader::Module::AgentTicketProcess###002-ProcessManagement
Loader::Module::CustomerTicketMessage###002-Ticket
Loader::Module::CustomerTicketProcess###002-ProcessManagement

Usage

Manage service templates

To manage service templates, go to Administration-> Services <-> Template:

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After accessing, a view will be displayed with all the templates already registered, on this screen there is the possibility to use the filter field to filter by the name of the model, add a new model and edit models already registered:

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Register Template

To register a new template click on “Add Service Model” as in the image:

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After that, a screen with the template fields will be displayed, in the “Name” field and it is necessary to inform a unique name for the model, right below in the service field and it is necessary to select which service this template will be associated with, being able to select one or more services, only the services that are available will be listed (services that are not associated with any other template).

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Now it is necessary to inform the Subject and the Text that you want to have as a standard for the selected services, with the texts defined, it is possible to choose the validity of the template (invalid templates will not be applied when creating tickets) and add a comment. If everything is right click on Save or Cancel to not save the new template:

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Use in ticket creation

To use the template when creating a ticket, simply select a service that is associated with a template, and the module automatically takes care of filling in the Subject and Text fields according to the registered template:

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