Unable to reply a ticket if it has been opened via email.

[militanz]

Hi all,
scenario:
- the customer sends an email to helpdesk@company.com
- otrs creates a new ticket
- the ticket owner (or anyone else) can't reply using the drop-down menu (the reply or reply-all menu is showed but it's empty)

If the customer opens a ticket using the web interface everything is fine, and the reply menu shows all the available options.

Can you suggest me how to troubleshoot this?

Thanks,
Matteo

[crythias]

Maybe permissions. There is not enough information but ... gazing into my crystal ball, it says...

Tickets arriving in PostMaster default queue may have a group of which the agent does not have rw permission.

[Giulio Soleni]

...or else maybe you didn't yet associate any reply teplate to the queue where the tickets from the fetched emails are created.

Let's see if my crystal ball is clearer than crythias'

[militanz]

Ok, I know that I gave you very few informations but... I was looking for a starting point, that's why!

I've done a check and all responses are active on all queues. I've also checked permissions and everything is fine. So.. you have to clean your crystal balls

But I've found the point: it's because the ticket hasn't a queue! I've run the command "/usr/share/otrs/bin/otrs.PostMasterMailbox.pl -d 2" and I've seen that it creates the ticket with "Queue: Default". Is there a way to choose a queue for email tickets?

Thanks a lot!

Matteo

[crythias]

Yes. Information provided in this thread already and in the documentation.