Dear List- I'm new to OTRS and am trying to get it configured. Two things that I'd like to do seem to involve making modification to the Kernel/Config.pm file, but I can't get them to do anything. I think I've made the correct changes, but OTRS doesn't seem to be any different. First, I wanted to enable the long listing of ticket history. I followed the instructions here: http://www.mail-archive.com/otrs@otrs.org/msg02584.html and added this to my otrs/Kernel/Config.pm file: $Self->{TicketZoomExpand} = 1; Unfortunately there doesn't seem to be any difference when I zoom the ticket. A screenshot of what I'm seeing is here: http://www.fsmxserve1.com/temp20061019/OTRS_screen_v1.png I thought that each of the six messages back and forth would all be displayed on this page. Am I misunderstanding how this should be working, or am I doing something wrong? I'm also trying to alter how answers are generated when based on a response. Right now if I create a response, it appears under the Compose Answer (email) list. Thenk if I click on that response link, it displays the response template along with a quoted copy of the ticket the user submitted. I'd like it not to include the user's response at all. I followed these instructions: http://www.mail-archive.com/otrs@otrs.org/msg01541.html And inserted this into Kernel/Config.pm: $Self->{ResponseFormat} = '$Data{"Salutation"} $Data{"StdResponse"} #$Data{"OrigFrom"} $Text{"wrote"}: $Data{"Body"} $Data{"Signature"} '; I thought this would prevent the 'OrigFrom' and 'wrote' from appearing (since I have them commented out), but it didn't seem to make any difference. Again, am I misunderstanding how this should work, or am I missing something else. Thanks in advance for your help.