Blank E-Mails

[alisonpope]

Has anyone else experienced a problem where e-mails generated form the system are sending blank e-mails?

We are using the Support Suite Hosted version. Everything has been working fine for many months. Yesterday I added a catch all rule to try and catch messages within our domain because a couple had been rejected. I also added two pre parse rules one to try and filter out messages maraked as spam by spam assassain the other to block replies to stop auto-reponders from other helpdesks.

After I had done this all e-mails (replies, autoresponders, alerts) from the helpdesk starting being sent with the corretc ticket id and description in the mail subject but with no body content. I can't believe the rules I wrote should have caused this but I removed them in any case.

I upgraded to 3.04.10 (we were on 3.0.80) and restored all ticket email templates we had modified but the problem is still persisting. I have of course opened a support ticket but as our helpdesk is pretty much unusable at the moment - quite embarassing to be firing out blank e-mails to users I thought I would also try the collective minds of the Kayako User community.

Thanks in advance,
Alison.

[ZeroSixty]

I have the problem. For me, it only seems to be affecting the emails sent out after I insert a news item.

[alisonpope]

I have made some progress with this. We have four mail queues and the problem was only affecting the 2 most active. I have managed to get e-mails working again for new tickets for these queues by duplicating the existing default template group and assigning these queues to the new template group as well as the default. I also did another full restore on the default template group.

However this still hasn't resolved the issue for existing tickets in the system, only new ones added since I did this. Any ticket that was already in the database still sends out a blank e-mail if you reply to or forward it. As we are hosting Support Suite I am not sure what is under the hood. I have tried repairing the database and rebuilding the ticket index from the Admin CP but this hasn't helped. So part way there...