The edits are basically the same, it’s just differences in where in the UI things are kept.  In your case, you just need to edit the individual responses so that the order of the dynamic objects matches what you want. From what you describe, I think this is kind of what you’re looking for

[Automatic Salutation]

[Text you defined for response]

<OTRS_CUSTOMER_EMAIL[number of lines from message maximum]>

[Automatic Signature]


Depending on what’s in your signature, you could “fake” a good portion of that by inserting agent information and static text above the OTRS_CUSTOMER_EMAIL entry, such as
<OTRS_CURRENT_UserFirstName> <OTRS_CURRENT_UserLastName> updated your ticket status to <OTRS_TICKET_State>.  For further details, please go to <OTRS_CONFIG_ HttpType>://<OTRS_CONFIG_ FQDN>/<OTRS_CONFIG_ScriptAlias>customer.pl?Action=CustomerZoom&TicketID=<OTRS_TICKET_ID>



On 3/2/07 01:05, "Tabitha Stang" <stang@cleverbridge.com> wrote:

Hi,
 
I’m using „pre-canned responses” (using the “response” part of the admin section of OTRS), but it would be good to know how to modify all three in case I use the other two in the future.
 
Thanks!
Tabitha
 

Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Salvador Manzo
Gesendet: Donnerstag, 1. März 2007 19:49
An: User questions and discussions about OTRS.org
Betreff: Re: [otrs] top posting
Tabitha,
Are you using pre-canned responses, auto-responses or notifications?  Those are the three possible areas where you would need to modify the response template, I believe.


On 3/1/07 06:13, "Tabitha Stang" <stang@cleverbridge.com> wrote:
Hi,
 
My company is evaluating OTRS for use.  Unfortunately I’ve run into a major problem.  When I answer a test mail, the format is so:
 
=================================
[salutation I created]
 
[body of the customer mail]

[OTRS response that I chose]
 
[OTRS predefined signature I created]
=================================
 
We need the format order to be “top-posted” as below:
 
=================================
[salutation I created]
 
[OTRS response that I chose]
 
[OTRS predefined signature I created]
 
[body of the customer mail]
=================================
 
How do we change this?
 
Thanks!
 
Tabitha Stang
cleverbridge AG


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