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.
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.
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.
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}.
.user
%{ticket.thread.lastmessage}
%{ticket.thread.lastmessage.user.name.full}
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.
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"
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"?
It's hidden at the top of the email. They just simply need to click Reply or Reply All and add their message.
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.
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!
That also has expansions...do %{ticket.thread.lastmessage.create_date.full}.
%{ticket.thread.lastmessage.create_date.full}
That one did not do anything, no date showing. But %{ticket.last_update.long} is working.
