Use this screen to assign a ticket state to response templates. The ticket state will be pre-selected when answering a ticket via the response template. The management screen is available in the State Pre-selection for Templates module of the Ticket Settings group.
Ticket State Pre-selections For Response Templates Management Screen
Manage Responses
To assign a ticket state to a response template:
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Click on a template in the list of templates.
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Select a ticket state for the response template.
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Click on the Save or Save and finish button.
Note
The configured ticket states must be allowed in ticket context as next state. If this should not be the case, no next state will be pre-selected when answering a ticket.
Note
If several templates are added to the system, use the filter box to find a particular template by just typing to filter.
Response Settings
The following settings are available when adding or editing this resource. The fields marked with an asterisk are mandatory.
- Pre-selected ticket state
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Select a ticket state to assign it to the template. This ticket state will be pre-selected on reply actions when answering a ticket using this response template.
