[otrs] Reply with empty body

[Sysadmin CAOS]

Hello,

is there any way for configuring OTRS to reply a ticket with an email
and, then, when "AgentTicketZoom" opens ticket, body appears empty, not
with standard message and others appended messages? I always remove all
"body mail" that appears in "AgentTicketZoom".

Thanks.
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[Gerald Young]

Forward or Communication/New Email might be of interest.

[sysadmin.caos]

Sorry, but I don't understand your answer... "Forward or
Communication/New Email" are options in any configuration menu?

> Message: 2
> Date: Tue, 3 Jul 2018 18:38:54 -0400
> From: Gerald Young <cryt...@gmail.com>
> To: "User questions and discussions about OTRS." <ot...@lists.otrs.org>
> Subject: Re: [otrs] Reply with empty body
> Message-ID:
> <CAKk-oU+GKNqqZNby2ZsAd8wm...@mail.gmail.com>
> Content-Type: text/plain; charset="utf-8"

>
> Forward or Communication/New Email might be of interest.
>

[Susan Dittmar]

Am 10.07.2018 um 08:51 schrieb sysadmin.caos:
> Sorry, but I don't understand your answer... "Forward or
> Communication/New Email" are options in any configuration menu?

I think what's meant is the ways to answer a ticket: instead of 'reply'
choose 'forward' or 'new email'.

Another possibility, which affects ALL replies (instructions for version
5, I expect similar things for version 6):

In Sysconfig, in Frontend::Agent::Ticket::ViewCompose look out for
Ticket::Frontend::ResponseFormat. We reduced that to

[% Data.StdResponse | html %]

[% Data.Signature | html %]

which keeps the configured response text and the signature, but leaves
out the quoted mail.

Perhaps that is what you were looking for.

Hope that helps,
Susan