Customizing emails sent when replying to a ticket

[mdaitc]

Hi,

when replying to a ticket via the web interface, the people notified to receive emails all receive an email with the subject:

"New Staff Reply..."

how do I:

a) alter that to say "reply from $_staff_member_name"
or
b) remove the "New Staff Reply"

Thanks!

[John Haugeland]

A) That text is in the templates. There are several such templates involved (so that you can send different autoresponders to registered users and anonymous users). The easiest way to deal with that is to copy some text from the message you want to edit, and "search templates" from your admin control panel to find the requisite text. (Sometimes you'd want to search phrases too, but not this time.)

B) Autoresponders may be disabled from the mail queue settings, or from a parser rule if you need to add discriminating behavior to decide when to suppress the autoresponder. For example, my personal helpdesk knows about the tag "[QUIET]" to suppress autoresponders, and never sends them to todo@...

Hope that helps.