Show ticket history in email notification

asulupa

How do we get ticket history in the email notification?

We are using email for creating tickets and would like to have history of communication in notification email

ntozier

Edit the appropriate email template for the notice or alert and add the variables that you want to display the thread.

asulupa

ntozier Thank you. The requirement fulfilled with the new variable %{ticket.thread.complete}. Thank you

The other issue which noticed, when agent respond from an email to New Message Alert/New Internal Activity Alert response is getting update in the ticket ssystem but notification is no sending to the participant/submitter/other agents in the team. What could be the possible reason. The same is happening when Cc'd users response to ticket via email

ntozier

asulupa The other issue which noticed, when agent respond from an email to New Message Alert/New Internal Activity Alert response is getting update in the ticket ssystem but notification is no sending to the participant/submitter/other agents in the team. What could be the possible reason.

Agent responses are not ticket updates. They are internal notes. Internal notes do not trigger an update to the ticket owner. This is the way osTicket works. If your agents want to respond to User they would log into the ticket system and update the ticket.

Some people don't like it working this way and have modded osTicket to change this behavior. There are a number of threads here and at github with how they have done that.

LucasPereira

Is there any way to change the style of the variable %{ticket.thread.complete}?
I would like to change the text font and the color of the usernames.