Last Conversation Details - Not working?? 14101 version
Hi,
We are testing version 14101 and have noticed that the new notification parameter ($LASTCONVERSATIONDETAILS) does not seem to be working.
Steps:
1) we create a new test ticket
2) we reply to ticket (from an external email address as a non - technician) and it adds to the conversation as a non-technician.
I already had added the new parameter ($lastconversationdetails) in the reply and forward notification templates - so when I click on reply I would expect to see the last conversation added to the top of the reply/forward. But I get nothing - no conversation is added at all - blank/empty nothing! There is nothing in the reply or forward template??
- Request-specific variables will no longer support to replace the notification content. You can use variables such as $lastconversationdetails, $NotificationDescription or $NotificationSubject in the notification rules template to replace the notification content.
- In Notification Rules,
- $description will replace request description by default.
- $NotificationDescription will replace notification description.
- $lastconversationdetails will replace notification content specific to selection of reply/forward from existing notification.
Maybe I'm doing something wrong - but seems pretty straight forward. It doesn't seem to be adding the latest (or any) conversation from the request to the reply or forward?
This was a HUGE fix for us as our technicians had to backspace and remove and then copy/paste in the latest conversation - to every single reply -all day long! So we were really looking forward to this - any help on this greatly appreciated!
Also - noticed that the brackets are missing { } in this new parameter. The other parameters are all wrapped in { }. I added the { } as a test but didn't make a difference:
Just to be clear this new param should add the very latest conversation to the top of the reply/forward notifications. So that when a technician replies or forwards he is replying to the latest and not the oldest reply from an external email.