How to add previous conversations to emails that otrs sends

[jayadeep]

Hi All,

When ever the agent replies for any issue the customer will gets the email the agent replied. But our customers need the entire conversations of the ticket so they can easily track it from the email.

Can you please suggest how can we achieve this.

Any help is appreciated in resolving this

Thanks in advance,
Jayadeep.

PS: The otrs version We use is 3.1.2

[jayadeep]

Hi All,

we think when we make a response template which will load the previous data will suite the requirment,
but the issue is how to load data, Does there is any tag that loads data like <OTRS_TICKET_*>

I found that <OTRS_CUSTOMER_Body> will load the last conversation but when i used it it works but it also contains the html tags like <br> ....
How can i get rid of that tags

please advise me,

Thanks in Advance,
Jayadeep.

ps: the <OTRS_CUSTOMER_Body> loadsa data like this

<div type="cite" style="border:none;border-left:solid blue 1.5pt;padding:0cm 0cm 0cm 4.0pt">testing from agent<br />
<br />
Best Regards<br />
*********<br />
***-Support Team<br />
---- Forwarded message from ********************t; ---<br />
<br />
<div style="border:none;border-left:solid blue 1.5pt;padding:0cm 0cm 0cm 4.0pt" type="cite">
From: ************8<br />
To:************<br />
Subject: new test for attachments<br />
Date: 2013-03-05 13:39:36<br />
<br />
Hi,<br />
<br />
Creating the ticket from customer portal<br />
<br />
Thanks,<br />
******</div>
<br />
---- End forwarded message ---<br />
</div>