Hi Richard,
Whenever I respond to a ticket (e.g. with an empty reponse) it always includes the ">"-prefixed text of the previous email into the system, and I can't find a way to exclude this, other than deleting it manually.
Also, the format of responses appears to be: salutation, quoted text, signature; to me, it looks slightly odd to respond to someone, then include nearly a hundred lines of text from previous emails before finally signing my name.
However, maybe it's me who is wrong so, before I start hacking around with these responses, I'd like to know:
1. If there's a good reason for the default format (i.e. some email protocol standard I wasn't aware of or that it is vital to the way any returning emails are interpreted by OTRS)
Not really, it is more of a conversational way to respond to an email
2. Is there a way to remove the ">"-prefixed text from the response (besides deleting it manually) and is this advisable/inadvisable
Look to your sysconfig Frontend::Agnet::Ticket::ViewCompose for these types of changes
And, finally, a related question: is there a list of all the template variables (e.g.
)? I am particularly interested in finding an equivalent of that displays just the first name of the person who emails the OTRS system.
Look here: http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=70 -- Shawn Beasley ((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003/240/97521 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstandsvorsitzender: André Mindermann