More info when replying

[jono1970]

Hi,

Several of our clients use email to report jobs and are requesting a copy of the thread when replying to their messages. To date they just receive a ticket number. Is this possible?

I have enabled the following but to no avail:

Admin>settings>tickets

show third party replies
send complete history in staff replies

any ideas?

[supportskins]

You can include the complete ticket history by enabling $postlist variable under:

Admin CP > Settings > Tickets

Search the forums for postlist and you should know the code you need to add in the email_staffreply template to add the history.

HTH

[Varun Shoor]

FYI, In the latest CVS there is an option to dispatch the history in a ticket, You no longer need to work out the $postlist variable.

Regards,

Varun Shoor

[jono1970]

Hi,

After tinkering with the staff template I get the history to work in the reply. However, i think the parser has problems now. When a client sends in a new email they do not get a respond but it does show up in kayako. If i respond to the ticket they get a reply.

Any ideas why this is?


cheers,

jono

[Varun Shoor]

Hi Jono,
So basically you are saying the clients are not receiving the autoresponder message?

Regards,

Varun Shoor

[jono1970]

this is correct.

I run the cron and it now says 1 message rejected when i send a test mail in.
please help!!

[jono1970]

Hi,

there are no errors in the parser logs - all say created ticket success.

I have looked in the apache error logs and see this:

[Tue Jan 16 08:26:17 2007] [error] PHP Warning: Call-time pass-by-reference has been deprecated - argument passed by value; If you would like to pass it by reference, modify the declaration of parsecfdata(). If you would like to enable call-time pass-by-reference, you can set allow_call_time_pass_reference to true in your INI file. However, future versions may not support this any longer. in c:\\apache\\apache\\htdocs\\supportsuite\\includes \\functions_customfields.php on line 815
[Tue Jan 16 08:26:17 2007] [error] PHP Warning: Call-time pass-by-reference has been deprecated - argument passed by value; If you would like to pass it by reference, modify the declaration of parsecfdata(). If you would like to enable call-time pass-by-reference, you can set allow_call_time_pass_reference to true in your INI file. However, future versions may not support this any longer. in c:\\apache\\apache\\htdocs\\supportsuite\\includes \\functions_customfields.php on line 815
[Tue Jan 16 08:26:17 2007] [error] PHP Warning: Call-time pass-by-reference has been deprecated - argument passed by value; If you would like to pass it by reference, modify the declaration of parsecfdata(). If you would like to enable call-time pass-by-reference, you can set allow_call_time_pass_reference to true in your INI file. However, future versions may not support this any longer. in c:\\apache\\apache\\htdocs\\supportsuite\\includes \\functions_customfields.php on line 815
[Tue Jan 16 08:26:17 2007] [error] PHP Warning: Call-time pass-by-reference has been deprecated - argument passed by value; If you would like to pass it by reference, modify the declaration of parsecfdata(). If you would like to enable call-time pass-by-reference, you can set allow_call_time_pass_reference to true in your INI file. However, future versions may not support this any longer. in c:\\apache\\apache\\htdocs\\supportsuite\\includes \\functions_customfields.php on line 815
[Tue Jan 16 08:26:17 2007] [error] PHP Warning: Call-time pass-by-reference has been deprecated - argument passed by value; If you would like to pass it by reference, modify the declaration of parsecfdata(). If you would like to enable call-time pass-by-reference, you can set allow_call_time_pass_reference to true in your INI file. However, future versions may not support this any longer. in c:\\apache\\apache\\htdocs\\supportsuite\\includes \\functions_customfields.php on line 976
[Tue Jan 16 08:26:17 2007] [error] PHP Warning: Call-time pass-by-reference has been deprecated - argument passed by value; If you would like to pass it by reference, modify the declaration of parsecfdata(). If you would like to enable call-time pass-by-reference, you can set allow_call_time_pass_reference to true in your INI file. However, future versions may not support this any longer. in c:\\apache\\apache\\htdocs\\supportsuite\\includes \\functions_customfields.php on line 976
[Tue Jan 16 08:26:17 2007] [error] PHP Warning: Call-time pass-by-reference has been deprecated - argument passed by value; If you would like to pass it by reference, modify the declaration of parsecfdata(). If you would like to enable call-time pass-by-reference, you can set allow_call_time_pass_reference to true in your INI file. However, future versions may not support this any longer. in c:\\apache\\apache\\htdocs\\supportsuite\\includes \\functions_customfields.php on line 976
[Tue Jan 16 08:26:17 2007] [error] PHP Warning: Call-time pass-by-reference has been deprecated - argument passed by value; If you would like to pass it by reference, modify the declaration of parsecfdata(). If you would like to enable call-time pass-by-reference, you can set allow_call_time_pass_reference to true in your INI file. However, future versions may not support this any longer. in c:\\apache\\apache\\htdocs\\supportsuite\\includes \\functions_customfields.php on line 976

any ideas what is wrong?

cheers,

jono

[supportskins]

Which version of Kayako product are you using?

[Mahesh Slaria]

Hi,

Please change allow_call_time_pass_reference Off to allow_call_time_pass_reference On in your php.ini file. This will resolve the issue.

Thanks.

Regards,

[jono1970]

Hi,

I made the change but the problem still persists.

I am running V3.04.10

Everything has been running great until I made a change to

email_staffreply template

Any other ideas

[jono1970]

this is what i get when i run the cron:

Total Messages in Inbox: 1
Fetching Msg Num: 1
Account is POP3
Fetching Msg UID: 1
1 Total Messages
Rejected Messages: 1
Accepted Messages: 0

cheers,

jono

[Mahesh Slaria]

Hi,

Please increase "Message Size Limit (In Kilobytes)" form Admin CP -> Settings -> Mail Parser. This will resolve the issue of email rejection.

Thanks.

Regards,

[jono1970]

hi,

Yes, that did resolve the problem with rejecting emails. However, still no automatic reply when a client sends in an email.

Total Messages in Inbox: 1
Fetching Msg Num: 1
Account is POP3
Fetching Msg UID: 1
1 Total Messages
Rejected Messages: 0
Accepted Messages: 1

thanks for the help so far!

jono

[jono1970]

all back online now!

thanks for the support

jono