Have a few questions on a new install.  Questions about response formatting and a system response notification mail loop.

1) When clicking on a custom customer staff Response under "Compose Answer (email)" inside a ticket.  The customer response message is always below the salutation (which I can understand) but ALSO under the customer's previous message.  Is there a way to remove the customer's previous message or change its position in the response (file to edit?)?

2) When replying with followup to a customer ticket, both the answer we provided and the standard customer acknowledgement email "This email confirms that we have received your follow-up ...." are both provided to us again as "You got a follow up!" notification messages.  Appears OTRS send and from address are the same and it replies to itself.  Known issue, known fix, or workaround with mail filter exclude?

Appreciate any feedback.

Highest Regards,

Lance Larson, Ph.D.
President and CEO
Larson Corporation, Inc.
A California Corporation

Phone: (949)-682-1200 x 101
Mobile: (949)-204-6062
E-mail:     lance@larsoncorporation.com
Website:  http://www.larsoncorporation.com

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