Check the queue settings, you have to assign Responses to queues. They may be defined for some queues and not others. In our company we find it useful to take away this feature for the raw queues, so people can only respond when the ticket has been assigned to a correct queue. Cheers David -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of ibrahim ALIZ Sent: 03 February 2006 13:05 To: otrs@otrs.org Subject: [otrs] Empty Answer Link for email is not visible Hi All, In agent frontend, queue-view & ticket zoom, the Empty Answer link under title "Compose Answer (email)" is not shown for some agents thus restricting the ways to send an answer to the customer, while the other one, Phone call link under title "Contact customer (phone)" is still visible and usable. I did not understand why it works like this and could not find a sensible solution for the problem. Can someone help me? Thanks for your time & consideration, ibrahim __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/ Finalist - Recruiter Awards for Excellence 2006 Best Online Service Best Public Sector Recruitment Agency Finalist - Best National Recruitment Agency Website Award - National Online Recruitment Awards 2006 Voted as one of The Sunday Times Best Small Companies to Work For 2005 Winner - The Best Innovator Award - Britain's most innovative small to medium business - ATKearney and The Business 2004 www.edenbrown.com/awardwinning for more information on our award winning success ****************************************************************** Any opinions expressed in this email are those of the individual and not necessarily the Company. This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you are not the intended recipient, be advised that you have received this email in error and that any use is strictly prohibited. Please address any enquiries regarding this notice to:- helpdesk@edenbrown.com This footnote also confirms that this email message has been swept by MailMarshal for the presence of computer viruses. ****************************************************************** Eden Brown Ltd, 222 Bishopsgate, London EC2M 4QD Tel: +44 (0)20 7 422 7300 http://www.edenbrown.com This email was scanned by Postini, the leading provider in Managed Email Security. If you have received this email and/or have any questions you can contact the Grove Group on +44 (0) 870 224 0432 or visit our website www.groveis.com