November 30, 2022

Disable quoting of E-Mails on composing replies in Znuny, OTRS, OTOBO

You have the issue, that your agents are not cleanly reading the full e-mail on reply and sensitive data is getting therefore send by your company to arbitrary persons?
You want to ensure that only the message entered by the current agent is getting sent and that this agent has selectively choose what to send out?

In this case you need to modify your reply template to disable the quote of older messages on Reply / Reply All

How to disable quoting of previous messages

Go to Admin > System Configuration and search for

Ticket::Frontend::ResponseFormat

You see something like this:

[% Data.Salutation | html %]
[% Data.StdResponse | html %]
[% Data.Signature | html %]

[% Data.CreateTime | Localize("TimeShort") %] - [% Data.OrigFromName | html %] [% Translate("wrote") | html %]:
[% Data.Body | html %]

you simply remove the last line (Data.Body) and change it to something like this (or what suites to you needs):

[% Data.Salutation | html %]
[% Data.StdResponse | html %]
[% Data.Signature | html %]

Reply to E-Mail on [% Data.CreateTime | Localize("TimeShort") %] - [% Data.OrigFromName | html %] [% Translate("wrote") | html %]:

Test

Go to a ticket and click on Reply or Reply All
Now you shall not see the previous E-Mails as quoted text in your new compose window anymore

Do you need help with Znuny / OTRS?
We have lot of experiences with OTRS and Znuny and can help you with your issues. Get in touch with us and we will check if and how we can help you.

Leave a Comment

Your email address will not be published. Required fields are marked *

Do you need help with Znuny / OTRS?​

We have lot of experiences with OTRS and Znuny.
We can help you with your issues to solve them.

From giving you support up to implementing integrations to your existing systems.

Get in touch with us and we will check if and how we can help you.​

Get OTRS/Znuny/OTOBO Support
Our support experts prepare themself, by reviewing your business. Please Share your website URL
To get a quick and efficient clearance of your needs, our experts will call you.
We communicate in English.
Maybe we can communicate in your native language too. So please let us know your native written and spoken language.