I suppose that you could add some canned responses as FAQ articles. The FAQ modulr is accessible from 'Create Email Ticket'.

Dave

From: Tabitha Stang [mailto:stang@cleverbridge.com]
Sent: 15 March 2007 15:06
To: 'User questions and discussions about OTRS.org'
Subject: [otrs] creating new e-mail tickets

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

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