Hi list, I am trying to set a default phone new note in OTRS 2.04. in the Agent phone form. That looks like this <start> Problem description: Action Requested: Customer mood: <end> Under Sysconfig I find Frontend::Agent::Ticket::ViewPhoneNew TicketFrontEnd::ViewPhoneNew An enter $Text{"Problem description:\nAction Requested\nCustomer mood:\n"} And OTRS displays in one line on the Agent Phone view. I tried \r instead of \n and various other things to no avail. Do I miss something ? Can anybody tell me how to achieve this ? TIA Paul