When I open an incident for editing, the Send on Save response checkbox is grayed out and completely disabled. How can I get this working?

Environment:

Service Mailboxes

Resolution:

The Send Response checkbox may be grayed out if the staff profile does not allow responses to be sent.  The staff profile should include the Send Response privileges for incidents. To evaluate this, use the steps below:

1. From the Configuration items, select Staff Management > Profiles.
2. In the left-hand frame, Double-click on the profile name to Edit.
3. Click the Permissions button on the ribbon and then click the Service tab.
4. Ensure that the Send Response check box is checked.