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OTOBO Community Guide

ProcessTicketTemplates

ProcessTicketTemplates

Section titled “ProcessTicketTemplates”

Compatibility OTOBO ≥ 11.0.x, Znuny ≥ 7.0.x

Overview

Section titled “Overview”

The ProcessTicketTemplates plugin allows you to use predefined text blocks as standard templates in process activity dialogs within the agent interface. After selecting a template, the article text is automatically pre-filled, which accelerates recurring work steps and ensures consistency.

System Requirements

Section titled “System Requirements”
  • Framework: OTOBO 11.0.x or higher
  • Packages/Third-Party: none

Installation

Section titled “Installation”
  1. Via Package Manager
  • Log in to the OTOBO admin area and open System Administration → Package Manager.
  • Search for ProcessTicketTemplates and select Install.
  1. 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

Section titled “Setup”
  1. Create Standard Templates
  • Open Admin → Templates → Standard Templates.
  • Create new entries of the type ProcessDialog and assign them to the desired queues.
  1. 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.
  • Click Edit next to Article and enable or disable the Standard Templates checkbox.
  • Save your changes and click Deploy to update the process.

Usage in the Agent Interface

Section titled “Usage in the Agent Interface”
  • Open a process step with an article dialog.
  • Above the article text, a Dropdown appears with all active ProcessDialog templates for the currently selected queue.
  • Select a template to automatically fill the article.

Configuration (SysConfig)

Section titled “Configuration (SysConfig)”
KeyDescription
Core::Ticket::StandardTemplate::TypesDefines the allowed types for standard templates (incl. ProcessDialog).

Support & Further Information

Section titled “Support & Further Information”