Ticket Articles / Answers without history

[MrShinken]

Hello,

is there an easy way to prevent adding the whole ticket history to the end of a new ticket answer? The reason why i ask is to keep those ticket articles smart and simple. Too many information will overcharge reports and emails.

Thanks for your answer.

[tto]

[...]is there an easy way to prevent adding the whole ticket history to the end of a new ticket answer? [...]

you may remove $QData{"Body"} and stuff from SysConfig key Ticket::Frontend::ResponseFormat. Actually it's not about the ticket history, it's about people not having learned how to quote .

regards, T.

[troffasky]

A limit on the size of $QData{"Body"} might be useful.

A bit of context is useful, but rarely the entire thread [although, yeah, it's down to your agents to use their skill and judgement].

Also, we get emails from a certain customer that look 'normal' in an email client but in OTRS seem to cause masses of white space.