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jwaller

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Posts: 3
Reply with quote  #1 
WEB TRACKS APPLICATION INFORMATION
APP VERSION: 8.0.0
DB VERSION: 8

Prior to upgrading to web tracks we were using the mouse tracks software. When an email was sent out for a ticket it would include all of the comments in chronological order from oldest on top to newest at the bottom.

It seems that the newest version of web tracks instead places them in reverse chronological order with the newest comments on top and the oldest at the bottom. So we end up with an email that looks more like this example:

____________________________________________________________

This is an automated email to inform you that your ticket has been updated

Technician: xxxxx

Ticket Status: Closed

Ticket Type: Software Issue

Related Computer: xxxxxxx

Description: xxxxxx

Comment (xxxxx) @ 11/15/2010 11:37:30 AM :

xxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx

Comment (xxxxx) @ 11/15/2010 10:05:20 AM :

xxxxxx
xxxxxxxxxxxxxxxxxxxxxx

______________________________________________________

Now the issue this appears to be causing is that our users are used to skipping to the bottom of the ticket to see our current comment/request in regards to the ticket, but instead the most recent comment is lost somewhere in the middle of the email itself.

So my question is this, is there a way to change the order the comments are placed within the email when it is sent out so that the newest comments will appear at the bottom, where they are far easier to locate, instead of at the top(where they end up in the middle of the email)?
thoese

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Posts: 491
Reply with quote  #2 
Hi,

The order of the comments within the email is not configurable.

I will move this thread to the suggestion forum and will update it when this feature has been implemented.

Sorry for any inconvenience.

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thoese

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Posts: 491
Reply with quote  #3 
This suggestion has been implemented in Version 9.0.  You may edit the email template and choose either:

%COMMENTS_NEW_TO_OLD%

OR

%COMMENTS_OLD_TO_NEW%


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