That did the trick. Thanks for your help, Daniel, with this and the other question. From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Obee, Daniel Sent: Tuesday, January 27, 2009 4:56 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Queue Responses Hi Jeffrey. The basic Mail Format is set in the Ticket::Frontend::ResponseFormat: If you got questions of this kind, try searching the SysConfig. You'll be surprise what else comes up ;0) Greets Daniel Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Jeffrey Friedman Gesendet: Montag, 26. Januar 2009 22:40 An: otrs@otrs.org Betreff: [otrs] Queue Responses I've created two responses and associated them with my queue. Both of them are blank. However, regardless of which response I choose when "Compose Answer (email)", I always get text in the body of my response like: Dear username,

previous customer email info...

previous customer email info...

previous customer email info...

It's almost like there are still OTRS tags (like and ) in the response, but I can't find them. Any suggestions? Thanks, Jeffrey ________________________________ CONFIDENTIALITY NOTICE: This e-mail and any attachments are for the exclusive and confidential use of the intended recipient and contain confidential and proprietary information. If you are not the intended recipient, be aware that any reading, distribution, disclosure, copying, printing or taking action in reliance upon this e-mail is prohibited. If you have received this in error, please notify us immediately by replying to this e-mail and promptly delete this e-mail and its attachments from your computer system. We do not waive attorney-client or work product privilege by the transmission of this message.