Problem with replying to e-mail.

[Thierry]

Hopefully this is going to be my last question. I'm currently testing the OTRS system.

I've created a test ticket over the customer panel. And now I'd like to reply to the ticket with the e-mail answering function in otrs. But the function has become a drop down panel instead of an answering button.

[crythias]

I'm going to assume the question is, "and the drop down box is empty. What do I do?"

Assign Responses to Queues in the admin interface.

[tdeklein]

Hopefully this is going to be my last question. I'm currently testing the OTRS system.

I've created a test ticket over the customer panel. And now I'd like to reply to the ticket with the e-mail answering function in otrs. But the function has become a drop down panel instead of an answering button.

You need to create templates and add them to queues. Thats what fills the dropdownl list

Cheers
Thomas

[Thierry]

I thought it was possible to reply with an normal e-mail, not a template. I thought I have seen that before, not too sure now anymore.

[tdeklein]

The easiest way would be to create one empty template and add that to all your queues. But I think the templates are quite handy.

[Thierry]

Sorry for the hassle - indeed a template was the solution.

Thanks for the excellent and quick support!