Forward entire e-mail trail

[dmjmusser]

Is there a way to forward an entire ticket history? Right now if I hit "FOWARD" in SupportSuite, the recipient doesn't actually receive anything beyond the last reply to the ticket, if that, leaving me to have to quote any additional information that needs to be forwarded.

[supportskins]

I believe this is possible. You need to activate the setting "Send Complete History in Staff Replies" from No to Yes under:
Admin CP > Settings > Tickets > General Ticket Settings > Send Complete History in Staff Replies > Yes

[dmjmusser]

That's the thing - I do have that option enabled. Still, forwarding an e-mail does not actually send the forwarded e-mail. I have to click "Forward" and then quote anything that needs to be forwarded on. Anybody else having the same trouble?

[supportskins]

Forwarding will only send the last reply. For the software to send the previous history, you need to edit the email_staffforward template and add the history code which you can get from the email_staffreply template. HTH

[dmjmusser]

I've been tinkering around with it a bit, but my limited knowledge hasn't gotten me very far. I've identified what looks to be the ticket history code in the staffreply template:

<{if $settings[t_enhistory] == 1}>
<fieldset style="margin-bottom: 6px; color: #333333;FONT: 11px Verdana, Tahoma;PADDING:3px;">
<legend><{$language[tickethistory]}></legend>

But I'm not sure if I can just paste that into the staffforward template, or if I need more code from the staffreply template, or if I need to replace certain parts of the staffforward template. Suggestions?

[dmjmusser]

Thanks for your help, I've managed to resolve this issue. I actually just replaced all of what was in staffforward with what was in staffreply. That's probably not the best way to do it but it got the job done.

[supportskins]

I am glad you had it working although I would yet suggest you contact Kayako to confirm if you would not have any issues with the template you are using.