bug in kayako

[mwamsley]

I am trying to modify the template email_staffreply so that whenever our staff does a "POST REPLY", the user's previous comments are included in the automatic response that gets sent out. Otherwise, the user has no clue what issue we are responding to, or the ticket history. Getting lots of user complaints, it's confusing.

Kayako suggested we use the postlist variable to accomplish this. found a thread the discusses it here:

Ticket Response Emails - Including whole coversation thread

Varun even suggests using postlist. But when you attempt to add the postlist variable to the email_staffreply template, the software has a bug that sends the response twice. and they are aware!!

Here's the response I got from Kayako support after they tried to add the postlist variable for me, and couldn't get it to work:

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I suggest you disable poslist and remove the foreach code from the Staff reply template. The postlist feature seems to be a bug in the template system where the software is sending the Staff reply twice. For the time being I suggest you disable it.

Regards,
Kayako Infotech Ltd.
http://www.kayako.com
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[mwamsley]

does anyone know how i update the email_staffreply template using the postlist variable?

would think someone has to be doing this....