Hi,

When creating a new ticket using the “e-mail ticket” button, unfortunately we don’t have access to the pre-canned responses that we’ve saved in the OTRS admin section.  These responses are only accessible from e-mail tickets that are already assigned to a queue.  How can we make it possible to access the responses from the “EmailNew” view?

I looked through the Sysconfig but didn’t see anything like this there.  This is really critical for us. 

Thanks!

Tabitha