I have changed the $Self{ResponseFormat} in Config.pm as follows, in order to place the original message below the agent signature: ------------------------------------------------------------------ $Self->{ResponseFormat} = '$Data{"Salutation"} $Data{"StdResponse"} $Data{"Signature"} $Data{"OrigFrom"} $Text{"wrote"}: $Data{"Body"} '; ------------------------------------------------------------------ However it seems my change is not taken into account. I noticed that sometimes, the response format is ok (according to the configuration), but in most cases it is not, meaning that the original message is placed above the signature. I'm using otrs 1.3.2 Any help would be greatly appreciated. -- Best Regards, Sorin BRABETE Lead developer SC SoftNews NET SRL (+4) 0788570527 sorin@softpedia.com http://www.softpedia.com