[Operator Error] 3.3.8 possible bug?

[kruegerM]

We have some tickets that you cannot do a 'Reply to customer' on.
We select an article that is 'customer-email-external'.
The 'Reply' pull-down is there BUT there's nothing under the word 'Reply'.
What my testing has shown me is this is happening because the problem tickets are in a 4th level Queue:
IS::Application Support::Business Applications::Oz Reporting
If I move one of the tickets to any other higher level queue, 'Reply' works normally; 'Reply to customer' is there.

I haven't found any documentation on this so I'm guessing a bug?


M
OTRS 3.3.8

[jojo]

3.3.8 is outdated. Try at least with 3.3.11 or switch to OTRS4 (Patchlevel 3)

[kruegerM]

I've migrated our system to 3.3.11 - the problem still exists.

[Giulio Soleni]

hi,
maybe the question is obvious but ... did you connect any reply template to your IS::Application Support::Business Applications::Oz Reporting queue?

[kruegerM]

No, but I had been asked to migrate to a release (3.3.11 or 4.0) which I didn't get done until today - so there hasn't been much chance for a reply.
Are you seeing the same issue?


M

[Giulio Soleni]

Well, it's a fact that you have to link at least an "answer" template to a queue if you want to allow agents to reply to an article.
Formerly they were called "Responses".
Without any link, the reply menu is left empty... it's not a bug.
It's explained in the admin manual here; also look for "Templates <-> Queues" in the manual.

[kruegerM]

just paint me stupid
thank you
last time i accept work from an "assistant" without checking that every step has been followed.

Thanks again.

[Giulio Soleni]

You're welcome and no quesion is stupid
Pleased to have been of help.