How to configure back trail conversation?

IT Asset Management allows sending past conversation of any ticket along with the notification mail. Once the back-trial conversation enabled, the notification mail will be sent with the information of previous changes/comments from the ticket creation.

Back trail conversation for ticket handlers: The admin/ticket handler can add this while updating a comment or changing the status of the ticket.

• To add the back-trail conversation while updating a comment, enter the comment in the comment field > Enable the checkbox of add back trail conversation on email notification > Click on comment.
• To add the back-trail conversation while changing the status of the ticket, Select the status > enter the comment > Enable the checkbox of add back trail conversation on email notification > Click on update.

Back trail conversation for end users: The end user can also add past conversation while updating the comment.

• To add the back-trail conversation while updating a comment, enter the comment in the comment field > Enable the checkbox of add back trail conversation on email notification > Click on comment.