Re-emailing a trouble ticket

Discussion in 'Optigold ISP' started by ColinR, Aug 24, 2004.

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  1. #1
    Shawn,

    We have an open ticket to a customer in Optigold under Technical Support. Our Techincians edit the open Ticket and re-send it via email.

    The reciepient of the email does not see the narrative of the ticket but see's this "<<< No Message Collected >>>"

    Any thoughts on how I can fix?
    Thanks.
     
    ColinR, Aug 24, 2004 IP
  2. digitalpoint

    digitalpoint Overlord of no one Staff

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    #2
    Hmmm... I don't think that would be coming from Optigold. Are you routing it through an email client, or going direct to the SMTP server?
     
    digitalpoint, Aug 24, 2004 IP
  3. ColinR

    ColinR Guest

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    #3
    Its going direct to the SMTP server. It seems to be trending towards ticket that notes are added day or two later then sent. Are users supposed to highlight the text or narrative before sending ticket again? Could that be it possibly?

    Thanks for the speedy response.
     
    ColinR, Aug 24, 2004 IP
  4. digitalpoint

    digitalpoint Overlord of no one Staff

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    #4
    No, it should send it all, always.

    If you look at the email header on the email that comes through, does it have an Optigold "stamp" in the header?
     
    digitalpoint, Aug 24, 2004 IP