Compose Answer (Email) template contains extra text

[pekkaar]

Hi,

I created a Response to be used by agents to reply to customers from OTRS. It is blank (empty, contains only a simple BrakLine HTML tag). However when I click on this blank reply template link under Compose Answer (Email), I do get a lot of stuff in the body area, like

Dear XYZ,

Thank you for your request.

<snip>

... etc. and below this I have my blank response template.

How come? Shouldn't the body part be completely blank?

[Mike_B]

This is because of the ResponseFormat, you can configure in the SysConfig how it should look like. Please go to Admin > SysConfig and search for ResponseFormat.

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Mike

[pekkaar]

This is because of the ResponseFormat, you can configure in the SysConfig how it should look like. Please go to Admin > SysConfig and search for ResponseFormat.

--
Mike

Thanks, that does it!