Standard OTRS templates allow agents to respond to different ticket states by using pre-set responsive texts using variables, so-called tags.

Extended templates make working with templates more efficient with the intention to limit the number of manual activities and thus greatly speed up the processing of the ticket.

• Changes to ticket parameters (e.g., queue, service, priority, owner, type, article, billed time) according to the current stage of the ticket

• setting values for dynamic variables

• filter the templates list by prefix of the current process activity and the language suffix (CS, EN, FR, etc.)

• part of the extension are also specific calendar tags.

If you are interested in more information about this module or other OTRS extensions - see the list of all extensions, please contact us through our contact form.

Example of editing an extended template:

Example of setting dynamic fields

Example of custom calendar tags