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.
<OTRS_CUSTOMER_SUBJECT[18]> and <OTRS_CUSTOMER_EMAIL[16]> both pass successfully.

But others such as <OTRS_TICKET_Queue>, <OTRS_TICKET_QueueID>, <OTRS_TICKET_Priority> 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