Osticket 1.14.2

Thank you for taking a look.

While I have agents who will be updating ticket through the web page, they will also be updating them through email responses. I have been testing the correspondence flow to update the necessary email templates to include the tread discussion but I have run into a bump in the road. the recreation follows.

  1. User creates a ticket using the website. Notifications are sent to both the user and agents.
  2. Agent responds to issue through the agent portal. Email is sent to user using the response/reply template.
  3. User replies to email. Agent receives an email using the New message alert template.
  4. Agent responds to the new message alert. A note is added to the ticket the user does not receive a response.
  5. Agent updates ticket in web portal email is sent to user but %{ticket.thread.complete.reversed} does not include the note from list item 4.
  6. Closing ticket with %{ticket.thread.complete.reversed} the I get the last correspondence but no notes.

I have included screen shots.

My question is, how or what can i do to make the agent email response is treated like a portal update or get the note from the agent responding to the new message email sent to the user?

Thank you,

Paul



What you are describing is not a feature in osTicket.

Thank you for the quick response.

I was basing my testing off of the the following documentation.

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

Just so I understand there is no email response between agent and user when the agent responds to the new message email or the ability to send full ticket history to the user when the ticket is closed even when using the new variables %{ticket.thread.complete} or %{ticket.thread.complete.reversed}.

Thank you again for the response.

Paul

I'm saying that Internal notes are internal (agent to agent) they do not get sent to the User.

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