Re: [otrs] Format of ticket responses

[Shawn Beasley]

Hi Richard,

> 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)

Not really, it is more of a conversational way to respond to an email

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

Look to your sysconfig Frontend::Agnet::Ticket::ViewCompose for these
types of changes

> 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.

Look here:

http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=70


-- 
Shawn Beasley

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