Dashboard » Templates » email_autoresponder problems

matzah

Hi All

I want to remove the news section and the company name sections from this template.

On the news, I remove (in both sections) the "if" statement inclusive to the /if

On the company name, I remove (in both)
<{$settings[general_companyname]}>

When I remove either or both, the auto responded does not send at all.
When I restore to default, it works fine again.

After each change I clear the cache, and still the same results.

Thanks for any help or suggestions you can provide.

supportskins · 08-02-2007, 08:16 AM

The only possible reason is that you would have missed out somewhere with the if statement due to which the template would be broken and hence not working.

matzah · 09-02-2007, 02:33 AM

Is it considered rude to post code in here, for something like a default template like this?

Being new, I thought it best to ask 1st.

Thanks

supportskins · 09-02-2007, 08:29 AM

I do not think it is rude. Just put the template code under the code tags for better viewing

matzah · 09-02-2007, 06:21 PM

Here is the code, the bold are what I hope to remove (the news section and the company name). ... once removed, the auto-responder will not send:

Quote:

<{if $ishtml == true}><{$ticket[fullname]}>, 
<{$language[arintro]}> 
 
   <{$language[articketid]}><{$ticket[fticketid]}> 
   <{$language[arsubject]}><{$ticket[subject]}> 
   <{$language[ardepartment]}><{$ticket[department]}> 
   <{$language[arpriority]}><{$ticket[priority]}> 
   <{$language[arstatus]}><{$ticket[status]}> 
 
<{$language[arsubfooter]}><a href="<{$swiftpath}>index.php?_m=tickets&_a=viewti cket&ticketid=<{$ticket[ticketid]}>"><{$swiftpath}></a> <{if $settings[u_sendpw] == 1 && $user[userpasswordtxt] != "" && $user[loginapi_moduleid] == 1}>
   <{$language[aremail]}><{$ticket[email]}> 
   <{$language[arpassword]}><{$user[userpasswordtxt]}> 
<{/if}>
 <{if $newscount != 0}>
<{foreach key=newskey value=newsitem from=$news}>
<{$newsitem[index]}>. <a href="<{$swiftpath}>index.php?_m=news&_a=viewnews& newsid=<{$newsitem[newsid]}>&group=<{$ticket[tgroup]}>"><{$newsitem[subject]}></a> 
<{/foreach}>
 
<{/if}>

<{$language[arfooter]}> 
 
<{$settings[general_companyname]}><{if $queuesignature != ""}> <{$queuesignature}><{/if}><{else}><{$ticket[fullname]}>,
<{$language[arintro]}>

<{$language[articketid]}><{$ticket[fticketid]}>
<{$language[arsubject]}><{$ticket[subject]}>
<{$language[ardepartment]}><{$ticket[department]}>
<{$language[arpriority]}><{$ticket[priority]}>
<{$language[arstatus]}><{$ticket[status]}>

<{$language[arsubfooter]}><{$swiftpath}>index.php?_m=tickets&_a=viewticket &ticketid=<{$ticket[ticketid]}><{if $settings[u_sendpw] == 1 && $user[userpasswordtxt] != "" && $user[loginapi_moduleid] == 1}>

<{$language[aremail]}><{$ticket[email]}>
<{$language[arpassword]}><{$user[userpasswordtxt]}>
<{/if}>

<{if $newscount != 0}>
<{foreach key=newskey value=newsitem from=$news}>
<{$newsitem[index]}>. <{$newsitem[subject]}>
<{$swiftpath}>index.php?_m=news&_a=viewnews&newsid =<{$newsitem[newsid]}>&group=<{$ticket[tgroup]}>

<{/foreach}>

<{/if}>
<{$language[arfooter]}>

<{$settings[general_companyname]}><{if $queuesignature != ""}>
<{$queuesignature}><{/if}><{/if}>

supportskins · 09-02-2007, 06:47 PM

Code seems to be ok. Did you try clearing your software cache after removing the code?

matzah · 09-02-2007, 07:03 PM

Yes, I have done the link version and clearing the cache directory (minus the index.html file)... and I rerun them both after each change

Thanks!

Hermelin · 09-02-2007, 09:12 PM

I have a similar problem. Whenever I modify the autoresponder (even with code OK) it almost always stop working, then the next day it usually works OK. I don't have enough time to analyse the problem though.

Anne

matzah · 12-02-2007, 06:28 PM

supportskins · 12-02-2007, 07:46 PM

You need to have someone look into the templates from the system. It would be difficult to point out the possible cause of the issue as you have already covered the possible reason where the if statement is removed unitentionally. Contact Kayako support if they can help you out with this issue.

matzah · 17-02-2007, 05:11 PM

FYI, this is how Kayako Support fixed it... a little differently than how I thought it was to be done:

Quote:

<{if $ishtml == true}><{$ticket[fullname]}>, 
<{$language[arintro]}> 
 
   <{$language[articketid]}><{$ticket[fticketid]}> 
   <{$language[arsubject]}><{$ticket[subject]}> 
   <{$language[ardepartment]}><{$ticket[department]}> 
   <{$language[arpriority]}><{$ticket[priority]}> 
   <{$language[arstatus]}><{$ticket[status]}> 
 
<{$language[arsubfooter]}><a href="<{$swiftpath}>index.php?_m=tickets&_a=viewti cket&ticketid=<{$ticket[ticketid]}>"><{$swiftpath}></a> <{if $settings[u_sendpw] == 1 && $user[userpasswordtxt] != "" && $user[loginapi_moduleid] == 1}>
   <{$language[aremail]}><{$ticket[email]}> 
   <{$language[arpassword]}><{$user[userpasswordtxt]}> 
<{/if}>
 <{if $newscount != 0}>
 
<{/if}>
<{$language[arfooter]}> 
 
<{$settings[general_companyname]}><{if $queuesignature != ""}> <{$queuesignature}><{/if}><{else}><{$ticket[fullname]}>,
<{$language[arintro]}>

<{$language[articketid]}><{$ticket[fticketid]}>
<{$language[arsubject]}><{$ticket[subject]}>
<{$language[ardepartment]}><{$ticket[department]}>
<{$language[arpriority]}><{$ticket[priority]}>
<{$language[arstatus]}><{$ticket[status]}>

<{$language[arsubfooter]}><{$swiftpath}>index.php?_m=tickets&_a=viewticket &ticketid=<{$ticket[ticketid]}><{if $settings[u_sendpw] == 1 && $user[userpasswordtxt] != "" && $user[loginapi_moduleid] == 1}>

<{$language[aremail]}><{$ticket[email]}>
<{$language[arpassword]}><{$user[userpasswordtxt]}>
<{/if}>

<{if $newscount != 0}>
<{/if}>
<{$language[arfooter]}>

<{$settings[general_companyname]}><{if $queuesignature != ""}>
<{$queuesignature}><{/if}><{/if}>

Thread Tools	Search this Thread
Show Printable Version Email this Page	Search this Thread: Advanced Search
Display Modes
Linear Mode Switch to Hybrid Mode Switch to Threaded Mode

Similar Threads
Thread	Thread Starter	Forum	Replies	Last Post
New Versions. Just PHP changes or Templates too ?	kropes	SupportSuite, eSupport and LiveResponse	1	05-05-2006 01:04 AM

matzah Offline New Member Posts: 12 Join Date: Feb 2007	09-02-2007, 02:33 AM Is it considered rude to post code in here, for something like a default template like this? Being new, I thought it best to ask 1st. Thanks

supportskins Offline Senior Member Posts: 3,852 Join Date: Aug 2006 Location: Mumbai, India	09-02-2007, 08:29 AM I do not think it is rude. Just put the template code under the code tags for better viewing Professional and Affordable Kayako Skins - Specialists in Kayako Skinning & Customization - Professional Paid Support Our Skins and Services - http://www.supportskins.com/store/ SupportSkins.com - http://www.supportskins.com/

supportskins Offline Senior Member Posts: 3,852 Join Date: Aug 2006 Location: Mumbai, India	09-02-2007, 06:47 PM Code seems to be ok. Did you try clearing your software cache after removing the code? Professional and Affordable Kayako Skins - Specialists in Kayako Skinning & Customization - Professional Paid Support Our Skins and Services - http://www.supportskins.com/store/ SupportSkins.com - http://www.supportskins.com/

matzah Offline New Member Posts: 12 Join Date: Feb 2007	09-02-2007, 07:03 PM Yes, I have done the link version and clearing the cache directory (minus the index.html file)... and I rerun them both after each change Thanks!

Hermelin Offline Member Posts: 42 Join Date: Nov 2006 Location: Germany	09-02-2007, 09:12 PM I have a similar problem. Whenever I modify the autoresponder (even with code OK) it almost always stop working, then the next day it usually works OK. I don't have enough time to analyse the problem though. Anne Using e-support 3.20.02 for internal support

matzah Offline New Member Posts: 12 Join Date: Feb 2007	12-02-2007, 06:28 PM bump