Display Message in Emails not working

[emerinea]

Script URL: http://hn.k12.oh.us/helpdesk
Version of script: 2.0
Hosting company: Me
URL of phpinfo.php: http://hn.k12.oh.us/info.php
What terms did you try when SEARCHING for a solution: Hesk knowledge base articles and PHP Junkyard forum

Write your message below:
Hesk knowledge base article 47 http://www.hesk.com/knowledgebase/?article=47 says to include the message in emails I have to use %%MESSAGE%% special tag. I put this into new_ticket_staff.txt, but instead of the message displaying %%MESSAGE%% displays.

Should this special tag be stored in a function somewhere? If so where and how would I add?

I'm guessing it's because I'm still using 2.0. If the only way to fix this is to upgrade to 2.2 how would I do that? Do I just replace the files in my hesk root directory with the current download from hesk.com? Do I have to do anything else with the database?

[Klemen]

Correct, you need to upgrade to version 2.2 to use the message special tag.

Download the new version from www.hesk.com and follow "upgrading from old versions" instructions in the readme.html file.