ProcessTicketTemplates
Compatibility OTOBO ≥ 11.0.x, Znuny ≥ 7.0.x
Overview
The ProcessTicketTemplates plugin allows the use of predefined text modules as standard templates in process activity dialogs within the agent interface. After selecting a template, the article text is automatically pre-filled, which speeds up recurring tasks and ensures consistency.
System Requirements
- Framework: OTOBO 11.0.x or higher
- Packages/Third-Party: none
Installation
- Via the Package Manager
- Log in to the OTOBO admin area and open System Administration → Package Management.
- Search for ProcessTicketTemplates and select Install.
- Manual Installation
- Unpack the downloaded add-on archive into the
Kernel/Config/Files/directory. - In the admin area, go to System Administration → Update → Reload File System.
Setup
- Create Standard Templates
- Open Admin → Templates → Text Modules.
- Create new entries of type ProcessDialog and assign them to the desired queues.
- Optional Activation per Activity Dialog
- Navigate to Admin → Process Management and select a process.
- Under Available Process Elements → Activity Dialogs, click Edit for the corresponding dialog.
- Next to Article, click Edit and activate or deactivate the Standard Templates checkbox.
- Save your changes and click Deploy to update the process.
Usage in the Agent Interface
- Open a process step that has an article dialog.
- A dropdown will appear above the article text with all active ProcessDialog templates for the currently selected queue.
- Select a template to automatically populate the article.
Configuration (SysConfig)
| Key | Description |
|---|---|
Core::Ticket::StandardTemplate::Types | Defines the allowed types for standard templates (incl. ProcessDialog). |
Support & Further Information
- Vendor: Rother OSS GmbH
- Version: 11.0.2 (26.02.2025)
- Documentation: See the official OTOBO Docs
- Contact: hello@otobo.io