hi list after not finding a way to include the TicketNumber into the mail body of a new email ticket, i've created a patch. It replaces in the mail body. signature does not work, as it gets repalced by "-" too. - Thomas --- otrs.orig/Kernel/Modules/AgentTicketEmail.pm.orig 2012-06-06 14:09:57.000000000 +0200 +++ otrs/Kernel/Modules/AgentTicketEmail.pm 2012-06-06 14:16:19.000000000 +0200 @@ -1144,6 +1144,12 @@ $GetParam{Body} .= "\n\n" . $Signature; } + # CUSTOM-FIX + my $TicketHook = $Self->{ConfigObject}->Get('Ticket::Hook'); + my $TicketHookDivider = $Self->{ConfigObject}->Get('Ticket::HookDivider'); + $GetParam{Body} =~ s/(<|<)OTRS_TICKET_TicketIdentification(>|>)/\[$TicketHook$TicketHookDivider$Tn\]/g; + + # lookup sender my $TemplateGenerator = Kernel::System::TemplateGenerator->new( %{$Self} ); my $Sender = $TemplateGenerator->Sender(