reply to a client (external email) with email trail included

[zyke0423]

Hi,

I would like to know if it is possible for the agent to send a reply to an external client with his/her email content included? More likely an e-mail trail. Just like a normal e-mail does. FYI we are not implementing web interface module for the clients. Just like in the client auto reply and agent notification template to clients and agents respectively I tried to use <OTRS_CUSTOMER_EMAIL[6]> tag in the response template but it isn't working... Everytime I try to use the template, I always ended up with output like this:

|<div type="cite" style="border:none;border-left:solid blue 1.5pt;padding:0cm 0cm 0cm 4.0pt">qwertyuiop[gfdsasdfgh<br><br><div class="gmail_quote">On |Wed, Nov 30, 2011 at 3:36 PM, <a href="mailto:otrs@*********.com">otrs@**********.com</a> <span dir="ltr"><<a |href="mailto:otrs@****************.com">otrs@***********.com</a>></span> wrote:<br>
|<div class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex;" style="border:none;border-left:solid blue 1.5pt;padding:0cm |0cm 0cm 4.0pt"><div style="font-family:Geneva,Helvetica,Arial,sans-serif;font-size:12px">Hi <strong>Anonymous <<a |href="mailto:*******@gmail.com" target="_blank">*******@gmail.com</a>></strong><strong><code><span style="font-|family:Geneva,Helvetica,Arial,sans-serif">,</span></code></strong><br>
|
|<br>
|<br>
|Please elaborate further.<br>

It should on be "qwertyuiop[gfdsasdfgh" but it also display the LAST email that I sent to the client and the formatting. I really appreciate if you can help me deal with this. Thanks you in advance.

regards,
Alvin

[sms]

Hi,

did you ever get this fixed? I am having a similar problem:

I created a response that I can select as reply for an article. In this response I want to include the customer's original mail/comment.

I tried to use <OTRS_CUSTOMER_Body>, <OTRS_CUSTOMER_EMAIL> or <OTRS_COMMENT> but instead of inserting an exact quote into the outbound mail (as it does in agent or event notifications) the email contains quoted html like:

Code: Select all

<div  type="cite" style="border:none;border-left:solid blue 1.5pt;padding:0cm 0cm 0cm 4.0pt">some text from customer's email<br/>
more text<br/>
</div>

which in source view looks like

Code: Select all

<div&nbsp;&nbsp;type="cite" style="border:none;border-left:solid blue 1.5pt;padding:0cm 0cm 0cm 4.0pt">some text from customer's email<br/><br />
more text<br/><br />
</div><br />

which, of course, is complete nonsense.

Maybe these variables are not meant to be used in responses?

Does anybody know how to insert an article into an email response via template without converting into html what already is html?