Responses not available to helpdesk engineers

[sunilchinnamgari]

I am wondering if someone can help with the problem I am facing. I have created First response templates under responses and then mapped the responses to queues. I can confirm that helpdesk engineers can see these response templates under "Reply"and "Reply All"drop downs on the tickets however when one of the templates is selected it brings up the default signature rather than the template content that is selected!

I know there is a note on the instructions (http://www.otrs.com/en/open-source/comm ... tachments/) that
when you define a response and connect it to a queue, it becomes available as a reply option on "external" type articles in a ticket. In my case, I see them response on the reply drop down however the content is not getting rendered on the body of the email.

Did anyone face a similar issue with 3.1.3 OTRS? If so, Please could you give me pointers to resolve the issue? Thanks in advance for your help and time.

[Paulc]

Not sure if this helps, but the queue configuration (Admin>Queues) has a couple of fields to define the salutation and signature. May be worth changing it there and see if that works.