Reply box on article toolbar has no entries, hovering displays "Not available"

[drboone]

Hoping someone can help me with an oddity in a very old version.

OTRS CE 6.0.38. (Yes, I know, I know, I'm prepping to upgrade...)

Until one moves a ticket into a different queue, one cannot reply. Hovering the reply box on the article toolbar produces the tooltip "Not available".

Best I can tell, none of the following prevent the problem:
- Take ownership
- Have status be Open instead of New

After grovelling through a fair amount of code, and extensive sifting through configuration items and the documentation for same, I'm still stumped. There don't seem to be any global settings to enable or disable reply in this state, no settings I can find on groups, users, or queues. Grepping the code for the tooltip string finds the generic function to present a list of options, which doesn't help. We've never done anything with ACLs.

How can I enable reply without moving the ticket? Is this a version-specific bug?

TIA!

[root]

Hi,

You should check if for that queue where you can't reply at least one template of the type Answer is assigned.

- Roy