OTRS tags not resolved in auto response

[troffasky]

In the "default reply (after new ticket has been created)" I have:

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Subject: RE: <OTRS_CUSTOMER_SUBJECT[50]>
Response:
Your ticket has been logged on the Helpdesk system and will be responded to shortly.

Please include [Ticket#<OTRS_TICKET_TicketNumber>] in the Subject when following up on this issue.

For urgent fault enquiries, please call +44 (0) 845 123 4567

The email that goes to the customer includes the correct subject, but the <OTRS_TICKET_TicketNumber> tag does not get resolved properly. <OTRS_TICKET_TicketNumber> is listed as a valid tag in the Reference section of the Auto Response edit page. How can I debug what is happening here?

[HervE]

I've got the same problem with variables in auto responses.

When I look at the "default follow up (after a ticket follow up has been added)", Source button, I can see this:

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Thanks for your follow up e-mail You wrote: <otrs_customer_email[6]>Your e-mail will be answered by a human asap. Have fun with OTRS! Your OTRS Team </otrs_customer_email[6]>

It seems the way to use variables in auto responses is very different from responses!!!! Why that?

OTRS tags are closed, whereas in responses (still Source button) it is something like:

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<otrs_customer_realname>

Even stranger: there are no break tags <br />, but the sent auto email does contain breaks at some strategic words
How is it ever possible?

Regards,
HervE

[HervE]

Just to test, I modified the default auto-response this way (Source button):

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AAAAA Thanks for your follow up e-mail You wrote: <otrs_customer_email[6]>Your e-mail will be answered by a human asap. BBBBB Have fun with OTRS! Your OTRS Team </otrs_customer_email[6]>

And here is the sent mail:

AAAAA Thanks for your follow up e-mail You wrote: Your e-mail will be answered by a human asap. BBBBB Have fun with OTRS! Your OTRS Team

This time there is no line break, and the variable wasn't replaced by its value.

As a conclusion, I would say: auto-responses with variables works...... only if you use the default ones (which nobody can ever use as are).

As a conclusion of the conclusion: use auto-responses with no variables in the body

HervE

(Edit: I modified the default auto response back to what it was, i.e. I removed my "AAAAA " and "BBBBB ", and it doesn't work back! So do not ever touch the default auto responses!)