New Email Ticket responses

[Simon_G]

Hi All,

Please, bear with me, I am new to OTRS. We have an installation (3.0.11) running here on Linux / MySQL and whenever an agent creates a new email ticket for a customer, none of the agents can do a RTF reply to this ticket (see below screenshot).

I have searched and have found a similar problem in that there must be some text in the named response (which there was) To prove this, I created a new response, associated it with the queue and then tried 'Reply' or 'Reply All' on a ticket but I still get a blank entry in the text box that I cannot type into. If I go to 'source', I can manually edit some HTML to respond, but this is far from idea.

Any ideas where I am going wrong?

[ferrosti]

Please restore your
/opt/otrs/var/httpd/htdocs/js
directory from OTRS sources and set permissions correctly.

Does this help?