(Resolved) Responding to an Article

[snipervx]

I am unable to figure out how to add a reply to an article.

I click on the drop down box for reply on an article and there is nothing there.

Is there any good documentation on how to go about doing this?

I am on version 5

Thanks!

[wurzel]

Hi,


http://otrs.github.io/doc/manual/admin/ ... nd-answers


Florian

[snipervx]

Thanks for pointing me in the right direction.

Just in case someone else has any issues with adding a reply I will write up a short tutorial.

To add a reply for an article:
1. Go to admin
2. Go to queue settings / templates
3. create a new template
4. change the type to answer
5. give it a name
6. add in the text you want the reply to be
6a. if you want it to be blank just hit enter to bring it down a line
7. save the template
8. click admin > queue settings > Templates <-> Queues
9. click the new template you created
10. check the queues you wish for the template to be used in

There are also salutations and signatures that come into play that you can edit under admin as well.

Thanks again wurzel for pointing me in the right direction.