[otrs] Format of ticket responses

[Richard Cross]

Whenever I respond to a ticket (e.g. with an empty reponse) it always  
includes the ">"-prefixed text of the previous email into the system,  
and I can't find a way to exclude this, other than deleting it manually.

Also, the format of responses appears to be: salutation, quoted text,  
signature; to me, it looks slightly odd to respond to someone, then  
include nearly a hundred lines of text from previous emails before  
finally signing my name.

However, maybe it's me who is wrong so, before I start hacking around  
with these responses, I'd like to know:

1.  If there's a good reason for the default format (i.e. some email  
protocol standard I wasn't aware of or that it is vital to the way any  
returning emails are interpreted by OTRS)

2.  Is there a way to remove the ">"-prefixed text from the response  
(besides deleting it manually) and is this advisable/inadvisable

And, finally, a related question:  is there a list of all the template  
variables (e.g. <OTRS_CUSTOMER_REALNAME>)? I am particularly  
interested in finding an equivalent of <OTRS_CUSTOMER_REALNAME> that  
displays just the first name of the person who emails the OTRS system.

Thanks

Richard Cross.
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