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osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now

[resolved] Where can i add/change Predefined Answers

hi there,
where can i find the predefined answers and add or change them.
if i make a new ticket, there are two possible predefined answers:
Sample (with variables) and
What is osTicket (sample)?

where are these templates or answers, where can i add some new answers.
i can't find it.



  • Please help us to help you by reading and following the posting guidelines located in this thread: Please read before requesting assistance.  The more information you give us the better we will be able to assist you. Thank you.

    I think you are asking about Canned responses, but without knowing more about your environment (specifically your version of osTicket), I can only guess to tell you that in version 1.10 they are right on the main ticket page:

    Agent Panel > Knowledge base > Canned responses

  • hi blueyeguy,
    sorry for to less information.
    Yes you ar right i want to know where i can add and change the canned response.
    if i go to Staff > knowledgebase there are no canned responses, but if i make a new ticket i see 2 answers.
    1.) Sample (with variable)
    2.) What is osTicket (sample)?
    where are these answers?
    If o go to Staff (in german "Agenten") > Knowledgebase (in german "Wissensdatenbank") i can add new categories and new FAQ's, but no Canned-Responses

    i use osTicket v1.10 and german language
    php:  7.0.13
    database: 5.5.5-10.1.19-MariaDB
  • In my installation of 1.10 it's right here:

  • hi blueprint,
    thx for your sreenshot, in my installation there is no Canned Responses, only FAQ and Categories.
    I can't find where in the Admin-Panel i have to check this...

  • Check in the Admin Panel > Agents > Roles > [Your Roll] > Permissions > Knowledge Base to see if you have the following selected:

    i have found it!
    In the Admin-Panel > Settings > Knowledgebase is a checkbox for the Canned Responses to activatee.
    now i can add and change all.

    thx again
  • Ok that was my next suggestion... lol

    Glad you found it, I will mark this resolved.

This discussion has been closed.