following issue was reported from our OTRS users.
OTRS Version: 6.0.11 (also tested with 6.0.18)
I am using OS: CentOS 7.5
I am using Database: MySQL
I have this problem:
When you have a ticket with multiple conversation between customer and our agents and you click on "Reply" then choose a Reply-template, the last conversation was added below started with a timestamp:
DD/MM/YYYY hh:mm - email-address wrote:
When we use OTRS Version 5.x the used timestamp here was always from the last email/ticket (= last timestamp).
Since upgrading to OTRS Version 6.0.x the used timestamp is now the create_timestamp from the whole ticket-number.
So: If the creation date of a ticket was already half a year old and a customer picks up one of this old ticket-mail, answers on it and an agents clicks on Reply, the old half a year old timestamp is added. This irritates the reader of the attached dialog, when he gets the ticket-mail.
I could reproduce this issue on our testserver as you can see it in the attached screenshot.
I try to find a solution on the templates, that I could change it there by changing the reply template, but I didn't find any options to change the timestamp).
Is there a change in OTRS between 5 and 6, which I missed?
Any hints appreciated!