Hello. Are <snip> tags required when e.g. is specified? I would think [22] represents a form of 'snip' since only including a specified portion of the text. In the example for 'default closed -> new ticket', the lines are as follows: ~~~~~~~~~~~~~~~~~~~~~~~~~~ <snip> </snip> ~~~~~~~~~~~~~~~~~~~~~~~~~~ In another autoresponder, 'default follow up', the <snip> tags are not used. ~~~~~~~~~~~~~~~~~~~~~~~~~~ You wrote: Your e-mail will be answered by a human asap. Have fun with OTRS! Your OTRS Team ~~~~~~~~~~~~~~~~~~~~~~~~~~ Q: What is the difference in the output and will there be any strange behavior if the <snip> tags are not used? Are the <snip> tags special to OTRS or are they HTML tags (I couldn't find them defined anywhere, yet)? Thanks.