Hi, I did not see this thread before posting mine but it seems we are searching for the 'almost' same solution :) (see my mail [otrs] Customers replies integrate our own last reply) Patrick, I can first advise you to not include in your answer template the customer reply so you will have less "garbage" in the OTRS articles. The cons of this method is that you're missing the history for the customer point of view ... if the customer check his mail through a MUA, if it checks through the Customer frontend, it's less problematic ... For the moment, we have our OTRS system set up like this and no customers complains about this. Laurent MINOST Alvin Starr a écrit :

I was hoping to hear an answer on this one also. after 20 or 30 transactions the emails get quite long and unreadable.

Patrick Schiess wrote:

...

so, nobody has solved this kind of problem or maybe nobody has this issue in his company? ;-) i would appreciate if some of you guys could tell me how they did solve this email reply problem for having readable tickets in otrs...

thanks for sharing your solutions with me.

regards,

patrick.

*Von:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *Im Auftrag von *Patrick Schiess *Gesendet:* Montag, 9. Februar 2009 11:45 *An:* 'User questions and discussions about OTRS.' *Betreff:* [otrs] otrs ticket is almost unreadable because of a lot of email replies

hi,

does anyone of you guys know, how i could deal with the problem, that a ticket gets more and more unreadable because of a lot of email communication (replies) with the customer? does otrs offer a solution to this kind of problem? i am not searching for a solution like: “deleting the whole replies of the customer anytime i write him an email through otrs”. i am more searching for a solution, that deletes the whole replies excepting the last one... so that the customer, does always see his last reply.

hope you understand what i mean.

thanks for your help.

regards,

patrick.

------------------------------------------------------------------------

_______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs