Hi All,
I know there are a couple of threads laying around regarding this but I've not been able to resolve the issue using them, so here goes.... Running an old version v1.9.12 and I need to remove the canned responses drop down box from the responses panel in the new ticket... I've unchecked it in knowledge base but it still seems to show.

Curiously I have another instance of osTicket on the same server running v1.9.8.1 which doesn't have the canned response option when a new ticket is created but I can't see for the life of me what the difference is.

Your assistance would be gratefully received.

Paul.

1.9 is no longer supported. You should probably upgrade.

You would have to edit the core files to achieve this.

Not to intentionally disagree with someone who clearly knows a lot more about osTicket than I do, but disabling the canned responses option in Admin -> Settings -> Knowledgebase removed the option to use canned responses when replying to a ticket for me 🤔
@cre8toruk I am running 1.12.2 though, so it might be worth upgrading if it isn't working in the old version (it's better to upgrade anyway, but I'm sure you already know this 😇 )

They specifically asked for it to be remove during the "New Ticket" screen, not from the whole system or I would have suggested that. Doing what you suggested is an option only if they do not want to use canned responses at all.

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