Ticket Reply Dropdown is empty

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xbast1x
OTRS newbie
Posts: 26
Joined: 28 Nov 2014, 14:23
OTRS Version?: 2.3.4

Ticket Reply Dropdown is empty

Post by xbast1x » 10 Jul 2018, 14:27

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
OTRS wizard
Posts: 196
Joined: 15 Dec 2016, 15:13
OTRS Version?: 3.x - 6.0.x
Real Name: Emin
Company: maxence business consulting GmbH
Contact:

Re: Ticket Reply Dropdown is empty

Post by zzz » 10 Jul 2018, 14:39

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

xbast1x
OTRS newbie
Posts: 26
Joined: 28 Nov 2014, 14:23
OTRS Version?: 2.3.4

Re: Ticket Reply Dropdown is empty

Post by xbast1x » 10 Jul 2018, 15:05

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
OTRS newbie
Posts: 26
Joined: 28 Nov 2014, 14:23
OTRS Version?: 2.3.4

Re: Ticket Reply Dropdown is empty

Post by xbast1x » 12 Jul 2018, 06:47

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
OTRS wizard
Posts: 196
Joined: 15 Dec 2016, 15:13
OTRS Version?: 3.x - 6.0.x
Real Name: Emin
Company: maxence business consulting GmbH
Contact:

Re: Ticket Reply Dropdown is empty

Post by zzz » 12 Jul 2018, 09:58

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

Best regards
Emin

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