Quoted reply seems not to work. Only my reply visible.

Richard63

Hello.
I'm just upgraded from 1.17.2 to 1.17.4.
PHP 8.0.30
Apache 2.4.57

When testing the new version I discovered the customer only gets my reply, but his original message is not quoted.
The "limit quote answer" is not selected, I never changed anything.

Maybe I'm doing something wrong. How can I fix it so it works like before and the user gets his orinal message quoted in my reply like before?
I do have a "reply seperator tag" present and I haven't changed anything.

Regards,
Richard.

KevinTheJedi

Richard63

osTicket never has quoted the previous User message on Agent reply out-of-the-box. You have to manually modify the email template to accomplish this (and that would persist through upgrades). You can edit the template under Admin Panel > Emails > Templates > click on the template set in use > click on the Response/Reply Template. There you can add the needed variable where’ve you want and save changes. Once saved any Agent replies from then on will have the previous message contained within it.

References:

https://docs.osticket.com/en/latest/Admin/Emails/Templates.html
https://docs.osticket.com/en/latest/Getting%20Started/Email%20Templates.html

Cheers.

Richard63

Ah thank you. I really thought it had done this in the past, I didn't see the reply seperator tag in the e-mail test answer either.

P.s. since when is that irritating recaptcha which needs to be refreshed here every few minutes?
I'm already registered for a long time and have a lot of posts, so I hope this will not be active for too long in every post and reply.

Anyway, thank you, I will have a look at the templates you pointed to.

Cheers.

Richard63

Have to get back to you, this is not working.

I tried with %{ticket.thread.complete} and that is working, but that's too much, I only want the previous message of the user.
So I tried the %{message} variable, and that does not work.

It just places this variable as is, below the mail.

I unselected "best answer" at this moment, because it is not working yet as should be.

KevinTheJedi

Richard63

Please read the documentation.. Variables have expansions. For example, if you start typing %{ticket.thread. you'll see:

Cheers.

Richard63

Hello.
Thank you, I'm not native English, I did not understand that part because it does not explain it the way you do know in the docs (this captcha is really really annoying).

It does not answer my question as to why the %{message} variable does not work.
I thought that would be best because I only want to have the last incoming message included.

However I will try witht he ticket.thread.lastmessage then and see how that works out.

KevinTheJedi

Richard63

Because message is only available in certain contexts. On agent reply there is no message variable available; instead it’s the ticket.thread expansions shown in my screenshot above.

Cheers.

Richard63

Oke that is clear, thank you.

Like I said I would try the one you suggested.

Now I tried this one:
%{ticket.thread.lastmessage.user}

And nothing appears. This one should be good, right?

Also... thread seperator is not displayed in any of the mails.

KevinTheJedi

Richard63

Why did you add .user? It's just simply %{ticket.thread.lastmessage} as shown in the screenshot. Also, if you wanted the User then do %{ticket.thread.lastmessage.user.name.full}.

Cheers.

KevinTheJedi

Richard63

The separator will not appear anywhere in the system. It's a hidden field added to any outgoing email from the system. It is never tracked within the helpdesk, ever.

Cheers.

Richard63

I thought I only wanted the user's post, that's why I tried that way.

Oke now tried without the .user as you said. That is indeed working like a charm now.
Thank you very much.

Do I need to create a seperate thread for the missing seperator tag in the mails?

The seperator is not showing in the customers mail like "reply above here"

KevinTheJedi

Richard63

The separator will not appear anywhere in the system. It's a hidden field added to any outgoing email from the system. It is never tracked within the helpdesk, ever.

Richard63

I know it's not in the helpdesk, but it should show up in the customers mail which he receives, right?
Like "reply above here"?

KevinTheJedi

Richard63

It's hidden at the top of the email. They just simply need to click Reply or Reply All and add their message.

Cheers.

Richard63

KevinTheJedi
It's not quite as I would like. When more responses are posted, every later response is put into the email too.
I only wanted the last repsonse of the user without all the other previous responses, probably that is not possible.

However. I tried to put something nice above it like the creation date via this template:
%{ticket.thread.lastmessage.create_date}
but that does not put anything in the mail. The ----- line I put in there myself.

On the pace of the arrow, the creation date/time should have been present if possible.

Richard63

Oke I thought to remember to have seen an line there in an older version of Osticket.
But seems to work great. Thanks for your quick adequate help!

This one can be set to "fixed" thanks!

KevinTheJedi

Richard63

That also has expansions...do %{ticket.thread.lastmessage.create_date.full}.

Cheers.

Richard63

That one did not do anything, no date showing.
But %{ticket.last_update.long} is working.