Queue-specific default templates (#663084)
The default templates, which are automatically inserted into the rich text editor when creating a new case or clicking the Comment or Email tab of an existing case, can now be configured by queue. This allows to define tailored templates for each queue eliminating workarounds with default templates containing only a script which includes the queue-specific template.
The Queues page of the Web Admin Suite has been extended by three new selectors in the Scripts and Templates tab:
- Template for composing email from case
- Template for composing comment from case
- Template for composing email on case creation
It is now possible to select templates which contain manual elements, such as text blocks or variables for manual input, as default templates. The template availability is not considered.
If no queue-specific default templates are defined, the global default templates defined on the Rich text templates page are used.
When changing the queue, the default template configured for the new queue is only inserted if the user has not interacted with the editor yet, i.e. if he has not clicked into the editor. Otherwise, the already present template will be kept.
In addition, it is now possible to define a default language for the queue in the Preferred language selector. The language can be used in scripts, e.g. to pick the desired language of communication for a queue. :::