3.10.02 Autoresponder not honoring Queue Override Name

[netFusion]

I have a ticket open for support on this (HAS-783053), but here's the scoop if anyone has found a way to make it honor the name as well...


Upon sending an email to a mail queue and being parsed by POP3, the autoresponder does not use the correct name when one is defined in the email Queue Override settings.

Here is what I have found:

1. A new ticket is created.

2. The autoresponder message is generated and sent out.

3. The Autoresponder specifies the "From Email Address" using the email address from the mail queue (Home->Mail Parser->Manage Email Queues->the queue->Queue Overrides->From Email), which is correct.

4. The Autoresponder specifies the "From Name" using the company name (Home->Settings->General->Company Name) which is wrong.

5. The Autoresponder SHOULD be using the "From Name" from the mail queue override (Home->Mail Parser->Manage Email Queues->the queue->Queue Overrides->From Name) which coincides with the override email address as it does in 3.


I have specified both the Queue Override for Name and the Queue Override for Email Address. Only the Queue Override for Email Address seems to be honored on the new ticket autoresponder.

All messages to the ticket AFTER the initial message honor both the Queue Override Name and the Queue Override Email Address. It's only the first autoresponder message that doesn't use the override name.

How do i get the initial autoresponder message to use the Queue Override Name as well?

Eddie

[aromero]

Same problem here...

And if you test the following, you can see another problem.

-set the Default Return Email Address to test@test.com

-create a "send email ticket" or "phone ticket" from a department you have set (with Queue Overrides configured).

-check on the user mailbox who got the ticket, the "from" address of the autoresponse mail is test@test.com !! instead of your department queue email address.

i supouse this is related to the same problem you found.

[netFusion]

I received a response from Kayako support. Ramneek first closed my ticket twice without answering the question.

After I reopened my ticket the third time and asked him to "Please stop doing that", Mahesh replied and said that the queue email override settings do not apply to autoresponse emails. The template for the autoresponse is hard coded to use the general information. So if you want the autoresponse to specify something different than the gerneral settings company name and email address, you will have to update it in manually in your templates. eSupport will not honor the queue override settings if you enter them.

My impression was that is interesting???? Why specifically put in two Queue Email Override fields for name and email address if you don't want to allow the emails to be able to use them? Support has not responded to the ticket since...

I also asked, if I must edit the template manually myself, what is the name of the variables that I need to put in the template so that I can use the Queue Override Name and Queue Override Email address instead of the one from the general settings page. Still no response to that question either...

Does anyone know?

Thanks!

[efisher]

Has anyone figured this out yet? I find it hard to believe that all of Kayako's customers only have one department setup and/or they do not care how the auto-response looks to their end-users.

-Eric

[netFusion]

Originally Posted by efisher

Has anyone figured this out yet? I find it hard to believe that all of Kayako's customers only have one department setup and/or they do not care how the auto-response looks to their end-users.

-Eric

You got it. I have multiple departments setup and I care how they look. But haven't figured it out yet.

My tickets have now been open for 10 days and Support has not given me the answers yet... Extremely frustrating...

Eddie

[Nate_M]

We started having the same issue after the upgrad to 3.10.02. I was in chat with someone there for about an hour this morning as they looked at our issue. Eventually, they said the changes aren't being saved and asked me to submit a ticket which I did. In my testing I found the same issue in regards to both the autoresponder from the customer submitted ticket as well as the resulting email from the Staff created ticket.

Further more, in regards to the autosponder, it's using a Company Name that I changed two names ago. Here's what I mean...

The original company that set up the ticket system was CastNet Multimedia. We purchased the assets of that company but chose to keep the existing ticket system (especially since Kayako couldn't change the helpserve address, they said we'd need to cancel and set up a whole new account). So I went into Home->Settings->General->Company Name and changed it from CastNet Multimedia to Press Click Media. This change worked fine in all auto resonder messages until we upgraded. Now the autoresponder uses CastNet Multimedia in the autoresponder message while the Company Name field still shows Press Click Media in our admin cp.

Nate

[Phobert]

Originally Posted by netFusion

4. The Autoresponder specifies the "From Name" using the company name (Home->Settings->General->Company Name) which is wrong.

5. The Autoresponder SHOULD be using the "From Name" from the mail queue override (Home->Mail Parser->Manage Email Queues->the queue->Queue Overrides->From Name) which coincides with the override email address as it does in 3.

I'm not sure that's what's happening. Here's how the issue is showing up on my hosted system. Sending an email ticket through piping displays that exact behavior you describe above. Submitting a ticket online causes the autoresponder to respond with our OLD company name that we changed 9 months ago in the kayako system. That is, our autoresponse email says its from "Jones Co", unless you submit a ticket online, when it says "Smith Co" (which no longer exists). Its a serious problem.

I've searched through templates and languages and can't find our old company name anywhere in the system, so I'm a little perplexed as to where its pulling it from...

[gate2vn]

Originally Posted by aromero

-set the Default Return Email Address to test@test.com

-create a "send email ticket" or "phone ticket" from a department you have set (with Queue Overrides configured).

-check on the user mailbox who got the ticket, the "from" address of the autoresponse mail is test@test.com !! instead of your department queue email address.

Exactly the same issue I am facing after upgrading to 3.10.02. Chatting with Kayako staff now, but seems they dont know the reason either!!!

[gate2vn]

after more than hour of chatting, he asked me to submit ticket, cause it will take time to check and fix! Then he left the conversation immediately, even I still got another question. Not very professional attitude I can say!

[Raghav Arora]

I apologize for the inconvenience. I am talking to the developers regarding this issue and will update this post soon.

Also gate2vn, please let me know the questions you have, I shall be more than glad to assist you.

Regards,

Raghav Arora

[gate2vn]

Raghav, thank you. I have submitted tickets with my questions to helpdesk. Hope your developers can fix the issue soon.

[gate2vn]

Update: contact Khanittha through helpdesk. He has installed patch file, and now my system is working fine

[Elite]

Is there really a working fix for this?

I have been waiting for over a month for Kayako to update my urgent ticket, yet I have heard nothing.

I was even told by Jamie Edwards (see thread) that this was supposed to be fixed right away.

Kayako: If you do have a patch for this, can you please update the various tickets we all have open with you? Something as fundamental as the ‘from name’ is crucial for all of us to have working!

[gate2vn]

Have tested few tickets, and it's working. The tickets are created with correct emails under correct departments. If you want, pm me your email, I can create few testing tickets, so you can be sure. I believe the issue at functions_ticketmain.php, you can try with the latest cvs to see if it's fixed

[Jamie Edwards]

Hi everyone,

The fix for this has been committed to the latest CVS build.