I did a search but couldn't find anything specific to it, and the stuff i did find was similar but not exactly what I was looking for.
Basically I want the initial ticket response (new ticket) template to show the subject and original message in the auto response like so:
-- do not edit --
NAME OF SENDER (%name),
A request for support has been created and assigned ticket #105194. A representative will follow-up with you as soon as possible.
If you wish to send additional comments or information regarding this issue, please reply to this message.
Support Dept
---original message---
This is my message (%message)
So to do this I just went into /include/class.ticket.php and modified the following:
<?php
949 //SEND OUT NEW TICKET AUTORESP && ALERTS.
950 //New Ticket AutoResponse..
...
$subj = str_replace("%ticket", $ticket->getExtId(),$subj);
/* --- added ---*/
$body = str_replace("%message",$var,$body);
/* --- end added --- */
$body = str_replace("%ticket", $ticket->getExtId(),$body);
Then all I had to do was include %message in the initial auto reply template field where I wanted it to show up.
Hope this helps anyone, and if it's a repeat sorry - i couldn't find anything