We seem to have this unfortunate problem that some of our users forget why they submit a ticket, especially when done via email for it to automatically create a ticket. So when we respond, they don’t remember why they even put a ticket in the system in the first place. (I know, it’s kind of comical… at least I think it is… )
How can we modify our Correspondence template so that it always includes the body of the text of the original ticket transaction?
Like for example: I make a ticket with subject: Help me! With body of: I need my computer repaired!!!
When someone responds to the ticket, we’d like to always have the body show up to remind the user of what they asked for; in this case “I need my computer repaired!!!”.
For now we are just throwing the URL in the Correspondence template as a get me by, but it would be awesome for us to get the original body of the ticket in the email too.
I tried a bunch of different ideas from the docs, and have come up short handed. It’s likely a one liner that needs to be added, I just don’t quite know what to use.
This is what we have right now:
RT-Attach-Message: yes
Content-Type: text/html
{$Transaction->Content( Type => “text/html”)}
To view your ticket please click the link below:
{RT->Config->Get(“WebURL”)}Ticket/Display.html?id={$Ticket->id}