Adding the history of a ticket to the Ticket Assigned alert template

[arogers@schoolp]

When i am assigned a ticket i would like the alert email sent to me to include the history of the ticket so that i dont have to look it up. i think i have found the correct template alert_ticketassign and found the correct spot to add the field but i dont know what field(s) is should be adding. I tried
<{$alertdata[contentstext]}> but that didnt seem to do anything.

Am i heading in the right direction or have i missed it altogether?

Thanks
Andrew

PS: I added my line right before these lines

<{$language[ticketdetails]}>
===================

[craigbrass]

No need to modify anything. Just go Staff CP -> Tickets -> Alerts -> Manage or Add New and tick "Ticket Assigned".

[arogers@schoolp]

Thanks again Craig for your help. Much appreciated. Perhaps i didn't explain myself well enough or perhaps i am missing something basic. I have added an alert and i am gett the 'Ticket Assig...

Ok, i am dill. Just checked my test message and, lo, it had no body! Sorry to waste your time Craig.

[arogers@schoolp]

OK, maybe i am not a compelte dill. I just tried this again.

Scenario: A ticket is currently assigned to Staff1. An email is sent that triggers a rule to assign to Staff2

Staff2 receives an email with subject line "Ticket Assigned - [!10]: ..." and the ticket details in the body but the body of the original email is missing nor is there any ticket history. It's body looks like :

Ticket Assigned: Another test with email set to text and assigning to Staff1

Previous Owner: Staff1
Ticket Details
===================
Ticket ID: 10
Department: Helpdesk
Priority: Low
Status: Open
Link: http://schoolpro.helpserve.com/staff/index.php?_m=tickets&_a=viewticket&ticketid=10

Q: What do i need to add to get the history of the ticket showing in the email sent when the 'Ticket Assigned' alert is fired?

Thanks
andrew

[arogers@schoolp]

Just wondering whether anyone can tell me what must done to ensure that the ticket history is included in the 'Ticket Assigned' alert. I just get the subject, Assigned By, Previous Owner and Ticket Details (ID, priority etc)
Thanks.
Andrew

[arogers@schoolp]

It turned out that i was placing my Ticket History code in the Plain Text section at the bottom of the template. I should have placed it both there and also in the HTML content of the template further up. Because i was viewing the tickets in HTML format the changes i made were not shown.

[craigbrass]

Nice to hear you got it sorted.

[alexak101]

Hi all,

I have been trying to do the same thing but with little joy. I have added the following

in the isHTML section i have added
<{$alertdata[contentshtml]}> just before the jobdetails section

and in the else part ( text mail ) I have added

<{$alertdata[contentstext]}> also just in front of the jobdetails section but all I get is a new line. Al my other alert templates are working fine. Need to this working as we are going to use this the assign alters for 3rd party job notification. Any one have an idea of what im doing wrong ?

Cheers
Kevin Alexander