Groups, Templates, and Autoresponder E-Mail

Luxore · **Groups, Templates, and Autoresponder E-Mail -** 17-05-2006, 07:58 AM

Hello,

I have setup e-mail piping and several e-mail queues. In one queue, I have specifically set the template group.

However, when an incoming e-mail arrives, the autoresponse (which I believe is based on the "email_autoresponder" template) includes the variable $settings[general_companyname] -- and this is always filled in with company name of my default group as opposed to the group I have assigned in the e-mail queue. Also, in the URLs generated in the autoresponse, there is no "group=blah" in the URL string, so when I click on the URL to check the status of my ticket, I see the default template group as opposed to the one this customer should see.

Also, any changes I make to the email_autoresponder template in the group this queue is supposed to be assigned to do not appear to show up in the response. The response is always the same "default" one that Kayako comes with.

Am I doing something wrong? Has anyone else experienced this?

Thanks,

Luxore

Citizen · 13-09-2006, 12:52 AM

We have the new version and I am having the same problem as stated.

We have set up a couple of groups with its respected emails. But our autoresponders are retrieving the templates from the default group instead of the respected group.

Any help appreciated!

supportskins · 13-09-2006, 07:03 AM

Is the department to which the ticket is being submitted to assigned to the default template group as well?

Citizen · 13-09-2006, 07:56 PM

No, the email that our customers are using is not connected to the default account. I have reviewed and made sure that the emails are connected to the correct group/template/department.

Citizen · 14-09-2006, 12:37 AM

I noticed there is already a bug request Opened by (irisjet) - Monday, 07 November 2005, 01:44AM Last edited by Neil Wood (neilwood) - Friday, 07 April 2006. http://bugs.kayako.net/?do=details&id=978

Today is 09/13/06 and I don't see any progress and/or updates. Would appreciate some assistance.

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Citizen Offline New Member Posts: 6 Join Date: Aug 2006	13-09-2006, 12:52 AM We have the new version and I am having the same problem as stated. We have set up a couple of groups with its respected emails. But our autoresponders are retrieving the templates from the default group instead of the respected group. Any help appreciated!

supportskins Offline Senior Member Posts: 3,851 Join Date: Aug 2006 Location: Mumbai, India	13-09-2006, 07:03 AM Is the department to which the ticket is being submitted to assigned to the default template group as well? 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/

Citizen Offline New Member Posts: 6 Join Date: Aug 2006	13-09-2006, 07:56 PM No, the email that our customers are using is not connected to the default account. I have reviewed and made sure that the emails are connected to the correct group/template/department.

Citizen Offline New Member Posts: 6 Join Date: Aug 2006	14-09-2006, 12:37 AM I noticed there is already a bug request Opened by (irisjet) - Monday, 07 November 2005, 01:44AM Last edited by Neil Wood (neilwood) - Friday, 07 April 2006. http://bugs.kayako.net/?do=details&id=978 Today is 09/13/06 and I don't see any progress and/or updates. Would appreciate some assistance.