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[resolved] Disabled Issue Details
we have disabled 'Issue Details' field in 'Manage -> Forms -> Ticket Details', because it fits better to our current workflow to have only one message field if a agent opens a ticket. We need the 'Response' field because of the 'canned response' we use quit often, so we decided to disable the issue field.
If a agent opens a new ticket with 'send alert to user' activated, the user get an email of the current response text. But the first two lines are blank in that email.
Q: How to prevent those two blank lines in email notifications if the 'Issue Details' field is deactivated?