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Message thread option in assign or reply

Hi All,

I'm new to this, have been trawling the forums looking for a solution and found a few that are close but could not get any to work...

First off, I have V1.6 ST (Stable) installed

What I would like to do is relatively simple, I dont have the PHP knowledge to do it myself.

A new ticket is created and when it is assigned it emails the assignee with the details, all works fine. What we would like it to do is include the original message thread, the reason for this is one of the assignee's is another call center (basically we are escalating the call if it cant be resolved locally to another external company) the ticket is then automatically sent to their helpdesk application. The problem is they then have to logon to the osticket helpdesk to see the details of the problem, if the original message thread can be included it would make the process far easier.

At the moment when you assign the call it sends an email like:
-----------------------------------------------
Dear Demo User,

Niva has assigned ticket #410916 to you!

Please attend to this



To view complete details, simply login to the support system.

- osTicket System -
-----------------------------------------------

and we would like:

-----------------------------------------------
Dear Demo User,

Nivo has assigned ticket #410916 to you!

Please attend to this

--original message thread--

User ABC is unable to connect to the printer in office ABC


- osTicket System -
-----------------------------------------------

Hope that makes sense! If I have missed this in another thread please point me in the right direction, I dont know if it's not working on other suggestions because of the version I am using??

Any help would be great,

Thanks
Niva

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