Go to your "Responses <->Queue" in admin and make sure you have the response associated with all of your queues. You can either pick the response from the list on the left and associate it to any or all of your queues or pick a queue on the right and associate any responses you may have to it. They both accomplish the same task but you can pick the assignment method that is most efficient for what you want to do.

From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Smith, Shuka
Sent: Wednesday, June 04, 2008 10:30 AM
To: otrs@otrs.org
Subject: [otrs] Outgoing Mail Question

Hello!

I’ve setup OTRS on a Windows Server 2008 box and everything seems to be working well except for outgoing email. I’ve configured OTRS to send emails via SMTP. I used the GUI frontend (Framework::Core::Sendmail) to configure the settings.

My problem is that in the standard ticket view, under Compose Answer (email), there is no clickable link for “empty answer” to create the email response. Under Compose Answer there is just grey space and then Contact Customer. Did I miss some basic setup step? Any help would be great!

Thanks in Advance,

Shuka

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