Templates ↔ Attachments

Making changes to standard attachments is sometimes overwhelming. The question is, “Where were the attachments used?” or “How to quickly update them across the board?” It’s also important to know which are using which attachments, before updating them. A new attachment can have multiple uses within your organization.

OTRS empowers you to manage this providing you an overview to manage the 1:n relationships and quickly identify the templates using your attachments.

Use this screen to add one or more attachments to one or more templates. To use this function, at least one attachment and one template need to have been added to the system. The management screen is available in the Templates ↔ Attachments module of the Ticket Settings group.

Manage Templates-Attachments Relations

Manage Templates-Attachments Relations

Manage Templates ↔ Attachments Relations

To add some attachments to a template:

  1. Click on a template in the Templates column.
  2. Select the attachments you would like to add to the template.
  3. Click on the Save or Save and finish button.
Change Attachment Relations for Template

Change Attachment Relations for Template

To assign an attachment to some templates:

  1. Click on an attachment in the Attachments column.
  2. Select the templates you would like to assign the attachment to.
  3. Click on the Save or Save and finish button.
Change Template Relations for Attachment

Change Template Relations for Attachment

Note

If several attachments or templates are added to the system, use the filter box to find a particular attachment or template by just typing the name to filter.

Multiple attachments or templates can be assigned in both screens at the same time. Additionally clicking on an attachment or clicking on a template will open the edit attachment screen or the edit template screen for the selected resource.