Reply directly

[orionis]

Hello

I have install the new version of OTRS and i have problem with this

I doesn't can reply directly. Otrs need create 'Reply' in backoffice admin and it's problem for me.

I am forced to create an object 'Response' in the admin to respond to the ticket.

This is long ... And I would be able to click directly to answer without a choice in the dropdown list of tickets

How?

Thank you in advance

[Wolfgangf]

You have to define your possible reply templates only once per queue - not per ticket
Having done this once, it's even time saving having templates

[orionis]

Hello,

Thanks for your reply

Where i can changed this please ? i doesn't see

Thanks by advance

[Wolfgangf]

Go to Admin

create a response via "[ Responses ] "

go to "[ Responses ] <-> [Queue]" and map the response to the queues you want

It shows up on editing the ticket in the right panel just about "Queue"

[orionis]

Thanks but i didn't use it and if i doesn't use it, i dont can reply

Example : http://temp.osmove.fr/otrsbug/

I dont want listing, i want reply directly with the button 'Répondre'

If you have any idea, it's bug or normal ?

Regards and thands by advance

[jojo]

You have to select an answer. Queues can have more than one answer, so this behaviour is correct.

[orionis]

Thanks jo

So, isn't possible to reply directly without listing ?

Thanks,

[jojo]

as you need to select at least one answer, there is no way to just reply