Ability to show all replies to user?

vinceFF

Hi we're running OS Ticket as an internal ticket system and would like users to be able to see all replies to a ticket thread rather than just the replies that are directed at them specifically.So for example when something is transferred to someone else currently the user doesn't see anything where as the admin does, we need the user to be able to see these messages.Is this achievable?

Chefkeks

There is no message sent to the user on such actions. So you have 2 possibilities I think:A) Use the canned responses: Agents must then select and post reply a canned response (or manually typed message) to the end user, so the user knows that e.g. the ticket is now assigned to Admin Bob.B) Modify the source code of osTicket to achieve this (wouldn't recommend that)

vinceFF

Any pointers on the area of code that controls what is shown on the thread?

Chefkeks

Unfortunately no, since I'm not that deep into the code... :(