Compose Answer

[jfreeman2nc]

I have been working on creating a helpdesk using OTRS 3.03 on Windows 7. I have the main framework setup, the system receives emails, sends auto responses, and will send out emails. I have had experience using OTRS 2.4.7 and know that when zooming into a ticket there is a Compose Answer (email) option that will allow you to directly reply to the individual who submitted the ticket. However, on version 3.03 this option is not enabled and all I have is a drop-down list with reply listed. I am just trying to figure out how to enable this option so that I can have the system automatically reply to the sender of the ticket. Any help would be greatly appreciated!

Thanks,

J Freeman

[Mothra]

I have been working on creating a helpdesk using OTRS 3.03 on Windows 7. I have the main framework setup, the system receives emails, sends auto responses, and will send out emails. I have had experience using OTRS 2.4.7 and know that when zooming into a ticket there is a Compose Answer (email) option that will allow you to directly reply to the individual who submitted the ticket. However, on version 3.03 this option is not enabled and all I have is a drop-down list with reply listed.

That drop-down list simply replaces having your predetermined Responses listed on the right-hand side of the screen; it's the exact same functionality, just presented in a different (and, arguably, much neater) fashion. But this has nothing to do with Auto Responses.

I am just trying to figure out how to enable this option so that I can have the system automatically reply to the sender of the ticket. Any help would be greatly appreciated!

If you want the system to reply automatically , then create an Auto Response of type "auto reply" and then map that to the relevant queue via the Auto Responses <-> Queues link.