Hi Chris, On Fri, Feb 24, 2017 at 11:27 AM, Chris Willard <ch...@thewillards.co.uk> wrote: > Hello Rt-users, > > When I reply using the action menu the history is empty! Is this a bug > and is there a fix?
So we are on the same page: reply = correspondence (this is part of RT, there is a dual name for a "public" reply vs a private one (comment)). To answer your question: Nope. Not a bug. A "reply" (from the Actions menu) is a new message for the ticket history. You can reply to any transaction (correspondence or comment) in the ticket display and get that txn's contents quoted in your reply - so it looks like a reply to an email. If you only ever reply via the ticket history of txns, then your replies will always have the history quoted in the contents. -m