3.11.01 STABLE Discussion

[Ryan Lederman]

Please discuss anything related to the 3.11.01 STABLE build in this thread. (See New Build 3.11.01 STABLE)

[rohmelec]

Well I installed this latest version and I'm still having problems with the email issue. When a STAFF member replies to a email message it adds it to the ticket however, it adds it as a client reply and not a staff reply. I have tried upper and lower case on the email address with no luck. I just can't get this dam thing to work. Otherwise all other areas of the application are functioning as normal.

[rohmelec]

Does this feature actually work???

Check the Message-ID for Staff Replies
SupportSuite can check the Message-ID header to further confirm the identity of a staff user replying to a ticket alert. This adds an extra layer of security and makes sure the replier is a valid staff user. However, it requires that the end mailing client sends the In-Reply-To header, which is not supported by all e-mail clients (in particular, wireless e-mail clients).

[Jamie Edwards]

Hi Rohmelec,

This problem is still under investigation and was not directly addressed in 3.11.01.

[Varun Shoor]

Please make sure that the staff email (ie the from email of the reply) matches the one set under Admin CP > Staff > Edit.

If it doesnt match, the reply gets added as a "recipient".

Regards,

Varun Shoor

[rohmelec]

Well someone at Kayako finally figured out the problem. THANK YOU! We had used our staff email addresses as regular users in the past to test submitting tickets etc. Now for some reason in 3.11.01 it does not like that so some functionality has now been broken. We removed our user entries and it now recognizes us as staff replies.

[AndyHCPS]

Originally Posted by rohmelec

Well someone at Kayako finally figured out the problem. THANK YOU! We had used our staff email addresses as regular users in the past to test submitting tickets etc. Now for some reason in 3.11.01 it does not like that so some functionality has now been broken. We removed our user entries and it now recognizes us as staff replies.

This doesn't sound good and hope there is a fix for it as I have another member of staff, as well as me, who is also a regular user for submitting his own tickets.

[PeteV]

We have the same problem.

What happens if a staff member submits a Ticket via email? Will this be recognized as from Staff or from User (since it's a new Ticket)?

I recall that when Staff submit Tickets (via email, via Support Center of via Staff CP), then that Staff e-mail address is added to the list of Users. I will need to reproduce this tomorrow morning (I am traveling right now). I just hope that all works properly. However, if that is not the case, then this would be bad.

Bottomline: Staff should be able to submit Tickets via email, via Support Center and via Staff CP. There should not be a restriction that Staff cannot use one of the modes of Ticket submission. This would be too confusing for the Staff.

[netFusion]

Can someone confirm that in 3.11.01, when posting a staff reply in the staff interface, the notice to the client does include the password?

I've been working on my templates tonight and the email_autoresponder template sends the login email address and the password, but I can not get the email_staffreply template to. <{$user[userpasswordtxt]}> always seems to return blank in the email_staffreply template.

I've tried reverting, but problem is that I don't know if it was working on the new 3.11.01 update or not before I started updating my templates...

If someone could post a quick staff reply to a ticket and check it, I would appreciate it.

Eddie

[Jamie Edwards]

Hi Eddie,

The password variable is present in the ticket receipt template (for new ticket submissions), not in staff replies.

[Giray]

I'm still having my status change issue in 3.11.01. Anyone else? Basically, when I send a reply, the status defaults back to the top one. (no, it's not an admincp problem, the setting is correctly set to not change the status).

This is becoming problematic. Our entire helpdesk is slowly defaulting back to 'new ticket' !!!

[netFusion]

Originally Posted by Jamie Edwards

Hi Eddie,

The password variable is present in the ticket receipt template (for new ticket submissions), not in staff replies.

That would expalin why I can't use it. Thanks for checking Jamie.

Eddie

[netFusion]

Originally Posted by Jamie Edwards

Hi Eddie,

The password variable is present in the ticket receipt template (for new ticket submissions), not in staff replies.

Jamie, is there a list of what variables are valid in what templates anywhere?

[craigbrass]

I don't think so but this would be handy. It should show at the top of each template when you open it.

[craigbrass]

Posted feature request -> Templates -> Info -> List of available template vars for each template