How to remove ticket ID details from replies

[Ashie]

How do you remove ticket ID information from the body of the email and subject?

Ticket Details
===================
Ticket ID: HUV-988204
Department: General
Priority: Low
Status: Closed

I just want the email to send with nothing but the reply to the original email.

I have edited the template > manage templates > tickets > email_staffreply

but it does not change anything

[Neil-UKWSD]

Hi,

Did you clear the cache direcotry after making your changes?

[Ashie]

Originally Posted by Neil-UKWSD

Hi,

Did you clear the cache direcotry after making your changes?

I did, but I get the following error after clearing the cache directory.

Parse error: parse error, unexpected $ in /home/fhlinux209/o/ocduk.org/user/htdocs/support/cache/9d5965e2cc4b02b41c3490d3806d1caa.php on line 9

I had saved the files first, replacing them clears the error message but still with the same problem.

[Neil-UKWSD]

Hi,

That error suggests a problem with one of the special tags in the email template, try the template diagnostics option in the AdminCP under the templates menu this should help locate the problem tag.

[Ashie]

Thanks Neil,

I tried this and shows a failure @ email_staffreply. I restored this to the default and the parser error still occurs until I ftp the original contents of the cache flder back again.

[Ashie]

Hi All,

Fixed the problem, was very simple. In the staff reply template I was removing all this code:

<{$language[ticketdetails]}>
===================
<{$language[articketid]}><{$ticket[fticketid]}>
<{$language[ardepartment]}><{$ticket[department]}>
<{$language[arpriority]}><{$ticket[priority]}>
<{$language[arstatus]}><{$ticket[status]}><{/if}>

I should have left the <{/if}> part in, by doing so problem solved.

What I would like to do now is leave the original submitted email in the reply to the user, is this possible?

Basically, I want it to appear more or less like a normal email reply.