Notification Template - Reply and Forward
I've been doing a lot of work to update all our notification / reply templates and I think I've overwritten one I didn't want to.
So the scenario is we have a ticket and a 3rd Party has responded to an email and this is now appended in conversations section of the ticket. This response has the 3rd Party's call ref in subject line to enable updates to append in their system.
Previously when we clicked Reply or Forward
it pulled through the subject line/email content of that email into a Reply Template.
However now it doesn't. What notification rule do I need to update and how to ensure that when we click reply to an appended email it pulls through the subject and content of that email into the Reply/Forward template?
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