Hi, Thanks for that - I did this and have setup a whole list of mail salutations to reflect the type of mail. The problem I am having now though is that the salutations have to be assigned to a queue - which is fine except for the Blank Emails. I have got a standard template email and a blank email setup on each queue but because the Blank Email cannot be assigned to a queue it seems to take the standard salutation of the other mails? Hope that make sense? Anyone any ideas? Richard

From: Christian Schoepplein Reply-To: "User questions and discussions about OTRS.org" To: "User questions and discussions about OTRS.org" Subject: Re: [otrs] Removing default text from Emails Date: Mon, 23 May 2005 15:58:10 +0200

Hi Richard!

On Mo, Mai 23, 2005 at 10:05:57 +0000, Richard Hamson wrote:

...

I am currently setting up a list of email templates to be used when replying to customers etc. Unfortunately I cant seem to get rid of the default text -

"Dear [Customer Name

Thank you for your request. [Customer name] [Email Address] wrote:

Copy of email"

I have searched for where this text is taken from but I have hit a wall?

Anyone any ideas?

Change the system standard salutation (system standard salutation (en)) via the admin area (admin -> salutations).

...

Richard

Hth, Christian

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Hi, Apologies if I am not too good at explaining myself. I have setup a number of queues and the way I setup default mails for each queue to was amend the salutation as this appears first in the mail. I created an individual salutation for each queue - and the individual mails are therefore blank (allowing all the text in the Salutation to be the body of the mails - there is also the original text in the mail). However because of this it means that the salutation applies itself to all mails in that queue. i appreciate it is quite an inelligent way to do this but the main reason was because I couldnt find the file to amend that organised the standard emails - i.e. I chose to amend the salutation as it appears at the top! Because of this though a salutation is assigned to a queue which means one one mail per queue will work. I dont think this can be changed easily but maybe if someone can point me in the direction of amending email structures I would be appreciative. Many Thanks

From: Christian Schoepplein Reply-To: "User questions and discussions about OTRS.org" To: "User questions and discussions about OTRS.org" Subject: Re: [otrs] Removing default text from Emails Date: Tue, 24 May 2005 09:29:55 +0200

Hi Richard!

On Mo, Mai 23, 2005 at 03:00:07 +0000, Richard Hamson wrote:

...

Thanks for that - I did this and have setup a whole list of mail salutations to reflect the type of mail.

The problem I am having now though is that the salutations have to be assigned to a queue - which is fine except for the Blank Emails. I have got a standard template email and a blank email setup on each queue but because the Blank Email cannot be assigned to a queue it seems to take the standard salutation of the other mails?

Hmm, I don't know if I understand you corectly ;-).

OK, you can setup one or more salutations for every queue. So you could make for example a empty and a non empty salutation. If your are in the queue view where all tickets of your queues are listed, you can chose which salutation to use for every ticket. And if you open a new ticket via the email-ticket link, no salutation is selected.

Please give me a more detailed example, if I misunderstood you and don't see the problem ;-).

...

Richard

Best regards, Christian

-- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication!

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