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)
2. Is there a way to remove the ">"-prefixed text from the response
(besides deleting it manually) and is this advisable/inadvisable
And, finally, a related question: is there a list of all the template
variables (e.g.