[itsm] Notification tags not working in auto-response

Hello, I have just started using OTRS and was trying to set up an auto answer (auto reply) message. The auto-answer works but there are certain variables/tags that won't pass and some that do. and both pass successfully. But others such as , , won't pass. The auto response just returns them as text. Is there some sort of syntax I am missing here? I got variable tags from this page http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&CategoryID=5&ItemID=70 I was also wondering what the <snip> </snip> tags are for. I tried removing them and arranging them and it seemed to have no effect. The <snip> tags are also displayed as text. Any help would be great. Thank you! ARi