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We are using the Canned response but one ended up as a header on all ticket replies? has anyone else have this issue?

benamaaida

We are playing around with canned response and one that was created is ending up on WHD replies as a header above the notes.

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laku

Yes, I was also testing this today and experienced the same issue.

benamaaida

we found that the user forgot to change the outgoing email drop down to canned response which i believe caused the issue.

laku

Can you share some screenshot how you have configured it ?

Because as far as I can see all test canned response i have added are not visible under ticket note conned response drop down!!

May be I am missing something

benamaaida

Make sure Create Template for is set to canned response

pattersonl

I'm experiencing the same thing. I'm following the directions, Canned Response is chosen, create message, Save. When I go to the Notes under Canned Responses nothing is showing up.

bgibson

I'm not sure if you're still having this issue or not, but we also experienced this after updating to 12.8.3 + HF2. We have a ticket in with Solarwinds, so I'm hoping to get resolution very soon!

IT_HELP

@bgibson Has this been resolved?

bgibson

Our problem was not exactly the same. We had created canned responses, then updated to 12.8.3 and then the canned responses would not show up in the drop-down above the notes. It took a little bit of time, but we figured out we had to create new responses under the updated version, then remove the old one before they would show up.