[otrs] New ticket configuration

Hi again, Thank for your replay, Richard. All works fine now. I have another question: When I make a new email ticket I don't see the option where I can choose an answer from my models. What configuration change must I do (if its possible) in order to have this option. I can choose from my models when I replay to a ticket, but not when creating a new ticket. Thanks for your help. Alina.