Email reply without quote

[apolloit]

Hello,

We have configured our OTRS to include 6 lines of quote in the email replies. This works well and is useful.

I'm unable to find a way in the system/documentation (and perhaps there isnt) - to create an email template that includes no quote.

Any ideas, or is this not possible?

Thank you

Michael.

[wurzel]

Hi,

check system Config AgentTicketCompose

Florian

[skullz]

Use email outbound features which will not display a quote however you have to manually input receiver email address.

[wurzel]

Hi,

just one additional comment...
E-Mail Outbound != Reply.

regards
Flo

[apolloit]

Thanks guys - to quote you each:

Use email outbound features which will not display a quote however you have to manually input receiver email address.

We could, but as you've identified - it's not without issues.

check system Config AgentTicketCompose

Thank you - I did, although I'm very aware these are global settings, and whilst I'm able to turn the feature off - I wondered about turning it off for JUST ONE template.

just one additional comment...
E-Mail Outbound != Reply.

I'm not sure what you meant by this. Would you mind elaborating a little for me?

Thanks for your replies

Michael

[wurzel]

Hi,

have a look in the docs
https://doc.otrs.com/doc/manual/user/7. ... icket-menu

every action is explained here.

Flo

[apolloit]

Hello Flo,

have a look in the docs
https://doc.otrs.com/doc/manual/user/7. ... icket-menu

every action is explained here.

I appreciate you sending me this link, however it doesn't address the issue I'm referring to, its for V7 (and I'm on V6), and I've already studied in the manual for V6 before I wrote the forum post. I can assure you I wouldn't waste your time on an issue that I could research and resolve myself.

This looks like it cannot be be done, and the reply templates cannot circumvent the quote, which is configured globally.

Thanks anyway.

Michael

[zzz]

Hello Michael,

The easiest way would be to add some custom JavaScript. Just a few lines can make a huge difference in OTRS.

The user docs for OTRS 6 got removed a while ago; don't ask me why...
But you can use the docs for version 7 since the agent/admin frontend is almost identical.

— Emin

[apolloit]

Hello Michael,

The easiest way would be to add some custom JavaScript. Just a few lines can make a huge difference in OTRS.

The user docs for OTRS 6 got removed a while ago; don't ask me why...
But you can use the docs for version 7 since the agent/admin frontend is almost identical.

— Emin

Thanks Emin - I've always referred to these: https://doc.otrs.com/doc/manual/admin/6 ... index.html and it covers most things, I guess aside from some of the more "unusual" scenarios that require, as you say - custom code.

Michael

[wurzel]

Hi,

yes, in this case otrs6 + 7 is the same

Flo