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osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now

Ticket thread overloaded

Hello,

I'm using osTicket 1.9.14. We have some problems viewing the ticket thread, because of the double or triple or more same entries. For example, a new ticket is created, and the original message contains already some replies and the same pictures for example appear also in the originated thread.
THe conversation with the customer goes on and the same pictures and of course the whole email history results in the thread again.
Is it possible to get only the last message instead of the original message beeing visible in the thread?
It is almost impossible to get an easy overview of what is the content of the conversation.

Please explain, if you understand the issue.

Horst

Comments

  • Go to Admin panel -> Settings -> Emails
    • enable "Strip Quoted Reply"
    • set something for the "Reply Seperator Tag" (or use whats already in there)
  • I understand that osTicket just gets the whole body of an email and puts it into a ticket thread. Is it possible to hide parts of ticket threads, so that the whole ticket history is more easy to read?
  • edited September 2016

  • edited September 2016

    phto.jpg
    290 x 215 - 24K
  • This failure may be due to the same error?
    In this case, you can delete the duplicates?
    phto.jpg
    290 x 215 - 24K
  • @norbertooka if you are having an issue please open your own thread instead of hijacking someone elses.

    Please help us to help you by reading and following the posting guidelines located in this thread: Please read before requesting assistance.  The more information you give us the better we will be able to assist you. Thank you.
  • Hi norbertooka,
    zhanks for the reply. There are no duplicates, but often our communication just overloads, many replies to emails, etc, and then it would be nice, to hide the parts of emails, complete emails to just get a focus on the issue.
    @ntozier: I guess, it is useless, to post any questions, because nobody can answer questions in a professional way. Thank you.
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