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.


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