List, In FAQ there are 2 links listing possible tags... http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=186 http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=70 ... but both seem to be out of date. Some tags we are trying to use to format notifications are being translated just as "-". For example: (Configured in "Notifications", and here, we tried some variation of tag names that maybe does not exist, but many are documented. Also tried not to inform the length of text to print - the information between brackets): Teste Mauricio: 1) 2) 3) 4) 5) 6) 7) 8) 9) (Presented in the notification received through email or customer´s web page. Just tag is being displayed): Teste Mauricio: 1) - 2) - 3) - 4) - 5) - 6) - 7) 2009-02-26 13:39:26 8) - 9) - When we close a ticket, we want, in the automatic notification sent to the customer, that the date/time of the action and the text that the agent wrote appear in it. Can you point to an actual list of tags or how to implement these customizations, if possible? Thanks you all in advance.