Auto-Responder Broken - Wrong From Name/Email

[netFusion]

Just an FYI, my ticket on this issue has not been updated either.

I've been watching the Change log since the announcement that it was fixed in the CVS, but there has not been anything posted to the change log about it either...

Eddie

[Jamie Edwards]

Hi Eddie,

I believe it has actually been fixed in the CVS but not added to the build log. However, I am not 100% on this one, but can make sure on Monday. Sorry you have not received a patch yet - so many requests have come into the desk for it that the the developers have lost track of who has the patch and who has not.

[Manhandle]

This whole thing IS due to the 1 file: functions_ticketmain.php.
The original with the 3.10.02 upgrade has the flaw of Staff Ticket creations having the wrong Queue and name. The new Updated one fixed that, but broke the User autoresponder.

I guess someone down the line forgot to edit the new one and take it out of the "Lab" environment. I found the following 2 lines in the "Updated" functions_ticketmain.php file need correcting to resolve this whole thing.


* Get the Return Email address
line 200: } else if ($emailqueueid == -1 && !empty($_SWIFT["staff"]["staffid"])) {

Replace the -1 with 0 (zero)

* Get the Return Name
line 242: } else if ($emailqueueid == -1 && !empty($_SWIFT["staff"]["staffid"])) {

Replace the -1 with 0 (zero)

Hope this helps.
BTW. If you dont have the new functions_ticketmain.php file. You can get it by downloading the latest CVS package and extracting only that file from the "upload/modules/tickets" folder. (Check those settings!!!!!)

I'm sure someone will figure it all out....... eventually.

[netFusion]

Originally Posted by Manhandle

This whole thing IS due to the 1 file: functions_ticketmain.php.
The original with the 3.10.02 upgrade has the flaw of Staff Ticket creations having the wrong Queue and name. The new Updated one fixed that, but broke the User autoresponder.

I guess someone down the line forgot to edit the new one and take it out of the "Lab" environment. I found the following 2 lines in the "Updated" functions_ticketmain.php file need correcting to resolve this whole thing.


* Get the Return Email address
line 200: } else if ($emailqueueid == -1 && !empty($_SWIFT["staff"]["staffid"])) {

Replace the -1 with 0 (zero)

* Get the Return Name
line 242: } else if ($emailqueueid == -1 && !empty($_SWIFT["staff"]["staffid"])) {

Replace the -1 with 0 (zero)

Hope this helps.
BTW. If you dont have the new functions_ticketmain.php file. You can get it by downloading the latest CVS package and extracting only that file from the "upload/modules/tickets" folder. (Check those settings!!!!!)

I'm sure someone will figure it all out....... eventually.

Interestingly enough, I downloaded the latest CVS and extracted that file last night (4/15/07). Line 200 and 242 in last nights CVS look exactly like you have show above, but do not have the "!" in front of "empty(" on both lines. Perhaps Mahesh is trying to troubleshoot those two lines by altering the logic of the statements as well.

I did change the -1 to a 0 and sure enough, it does send the message using the correct value for name and email address now.

I don't know what the -1 value is supposed to be checking for in the code, but those two lines definitely seem to be tripping it up.

THANK YOU for finding this and sharing it!!!

Eddie

[Mahesh Slaria]

Hi,

Thanks Manhandle for sharing. I did some more modifications and it is working fine now. I will push this fix in CVS today.

Regards,

[hbox]

Originally Posted by Manhandle

This whole thing IS due to the 1 file: functions_ticketmain.php.
The original with the 3.10.02 upgrade has the flaw of Staff Ticket creations having the wrong Queue and name. The new Updated one fixed that, but broke the User autoresponder.

I guess someone down the line forgot to edit the new one and take it out of the "Lab" environment. I found the following 2 lines in the "Updated" functions_ticketmain.php file need correcting to resolve this whole thing.


* Get the Return Email address
line 200: } else if ($emailqueueid == -1 && !empty($_SWIFT["staff"]["staffid"])) {

Replace the -1 with 0 (zero)

* Get the Return Name
line 242: } else if ($emailqueueid == -1 && !empty($_SWIFT["staff"]["staffid"])) {

Replace the -1 with 0 (zero)

Hope this helps.
BTW. If you dont have the new functions_ticketmain.php file. You can get it by downloading the latest CVS package and extracting only that file from the "upload/modules/tickets" folder. (Check those settings!!!!!)

Hello,

i'm pretty new to the Helpdesk Sytem so sorry for may a stupid question here.
How i can change the file ? When i try to open that file it says its a binary file ? May you can post a small hint what i'm missing.

Herb

[netFusion]

Originally Posted by hbox

Hello,

i'm pretty new to the Helpdesk Sytem so sorry for may a stupid question here.
How i can change the file ? When i try to open that file it says its a binary file ? May you can post a small hint what i'm missing.

Herb

You must have an owned license to be able to edit the source code. If you are on the hosted service or have a leased license, then I believe the source for that file will be encrypted.

Eddie

[hbox]

Originally Posted by netFusion

You must have an owned license to be able to edit the source code. If you are on the hosted service or have a leased license, then I believe the source for that file will be encrypted.

Eddie

Hi,

we own the license. Just in case i used the "unowned" license files to install, whats the easiest way to change to the owned one ?

Herb

[supportskins]

By unowned do you mean leased license?

[hbox]

Originally Posted by supportskins

By unowned do you mean leased license?

Yes, we own a license but i used the files we was provide by Kayako before we bought it.

[netFusion]

Originally Posted by hbox

Yes, we own a license but i used the files we was provide by Kayako before we bought it.

Then I assume you are using the files from your "Leased" license rather than your "Owned" license that you purchased. In that case, log in to your Kayako members area and download the product zip file from there.

Unzip it and either install it or, if you are currently running the same version, just take the one file that you need, edit it, and then copy it over the top of the encrypted one that is in your SupportSuite directory.

Delete the .PHP files that have the long random numbered names out of your cache folder, and you are all set.

Keep in mind that Kayako recommends against running CVS files on production servers. Since Kayako has not committed this fix to a stable build yet, it is not a supported fix yet, and you use at your own risk.

Regards,

Eddie