last message problem

puzon

Hi. I just start using osticket 1.15.1 (i'm not a rookie, used osticket long time ago).
It's working fine, looking good and so on, but i found one frustrating problem:
When i want to wrote to the customer his last message using %{ticket.thread.lastmessage.body}, osticket add my message, not the last message, so on customer email it shows my response twice.
Maybe there is another solution - i need to show the customer message that i respond to, similar to emails. Is there a way to do that?

KevinTheJedi

@puzon

I'm not seeing the same issue. I'm using osTicket v1.15.1, Apache, PHP 7.4, and MySQL 8.0.

As you can see from the screenshot below, the first thread entry is a Message from the User. The second thread entry is a Reply from an Agent.

Now, I type another Reply without the User responding.

I post the Response.

And in the email I receive it shows me the "Last Message" which is the first thread entry from the User.

In osTicket "Message" means entries from Users and "Responses/Replies" means entries from Agents. When using the "Last Message" variable (%{ticket.thread.lastmessage}) it shows the last entry from the User in the Thread. So all-in-all it should show the last entry from the User, not the Agent.

Cheers.

puzon

yep - change to %{ticket.thread.lastmessage} works as charm. Thanks.