Ticket Reply Dropdown is empty

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xbast1x
Znuny newbie
Posts: 27
Joined: 28 Nov 2014, 14:23
Znuny Version: 2.3.4

Ticket Reply Dropdown is empty

Post by xbast1x »

Hi,

we use OTRS 4. If we want to reply to a ticket the dropdownmenu is empty. There is no "Empty answer" window (see Screenshot).

We can't find the cause...


Any ideas?

xbast1x
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zzz
Znuny superhero
Posts: 888
Joined: 15 Dec 2016, 15:13
Znuny Version: All
Real Name: Emin
Company: Efflux GmbH
Contact:

Re: Ticket Reply Dropdown is empty

Post by zzz »

Hey,

you need to create a "Template" and relate it to a queue "Template <-> Queue" in the admin area.
See the docs

Best regards
Emin
Professional OTRS, Znuny & OTOBO services: efflux.de | efflux.de/en/

Free and premium add-ons: German | English
xbast1x
Znuny newbie
Posts: 27
Joined: 28 Nov 2014, 14:23
Znuny Version: 2.3.4

Re: Ticket Reply Dropdown is empty

Post by xbast1x »

Thank you so much. I tried the whole time to add an automatic response but don't looked at the type of the templates that's have to be "Response"
xbast1x
Znuny newbie
Posts: 27
Joined: 28 Nov 2014, 14:23
Znuny Version: 2.3.4

Re: Ticket Reply Dropdown is empty

Post by xbast1x »

Okay i created a new "empty answer" with no content. But everytime i use the empty answer the following text is entered automatically "Dear Firstname, Lastname, Thank you for your request."

I can't find the configuration where i can delete this text.

xbast1x
zzz
Znuny superhero
Posts: 888
Joined: 15 Dec 2016, 15:13
Znuny Version: All
Real Name: Emin
Company: Efflux GmbH
Contact:

Re: Ticket Reply Dropdown is empty

Post by zzz »

That is the salutation. Check the link from my last post.

Best regards
Emin
Professional OTRS, Znuny & OTOBO services: efflux.de | efflux.de/en/

Free and premium add-ons: German | English
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