New Predefined Reply wipes out existing ones.

sicorican · **New Predefined Reply wipes out existing ones. -** 12-05-2006, 07:01 PM

Okay...

I just inserted a new predefined reply. When I went to use it in a ticket, I found that the existing replies are no longer listed in the drop-down. I went to the "Manage Replies" screen, and they are still listed.

Is this a bug, or am I doing something wrong?

I have several other departments whose replies were unaffected. It only affects the department where the new reply was inserted.

Thanx!

Freddie

sicorican · 15-05-2006, 04:04 PM

Please help! This is becoming critical! Any ideas? Any one?

davids · **predefined replies problem -** 18-05-2006, 10:43 AM

We have just upgraded our supportsuite from .32 to .80 because the label option would not work.

We are now finding that the predefined replies option will only show one reply in the drop down. If we edit another reply and save it this then becomes the reply shown in the drop down.

Please can we have some urgent support on this matter as we utilize this funtion heavily.

Marc Castricum · 20-05-2006, 09:11 AM

I experienced the same problem and appearently it has to do with the refresh/cache of the internet browser. After pressing F5 I did get the predefined replies back again. Hope this solves your problem too.

davids · 22-05-2006, 06:16 PM

Unfortunatley this has not resolved my issue. I will have to raise it with Kayako support but was hoping someone would have the answer in the forums.

sicorican · 22-05-2006, 08:21 PM

The fix for this issue was to go to the 3.00.81 build. I did it Friday, and today all my replies were back. We're on a hosted option, so I don't know if the timing will be the same for owned or leased installation, but it has worked for me!

AKL-MFCU · **It is cache -** 22-05-2006, 09:45 PM

I found it to be cache in the browser, something that kayako had built into a cookie type format that was being referenced without updating. Its something they definitely need to look into, but until then, if you exit completely out of the browser, and relog back in (if you are using winapp, close it and enter it)

davids · 23-05-2006, 01:42 PM

I have now found that none of the knowledge base drop downs work from the Ticket post option and the quickjump option in the knowledgebase management does not work either. This is really starting to grate!! I have updated to .80 as told to fix the labels issue which it has and now all these other options have stopped working. I find getting told to upgrade to the next version unacceptable as this requires me to update my templates each time which is very time consuming as we have customised our installation extensively.

I have removed all the cookies in my browser associated with Kayako and this has not helped either.

Can anyone help Kayako just tell me to upgrade to .81 now :-( very unhappy with the situation.

davids · 21-06-2006, 07:18 PM

I have now upgraded to version .90 which is the latest stable release and my predefined replies are still not updating.

Even if I delete a catagory and recreate the predefined replies the system still shows the old catagory and will not update with the new catagory/replies.

Any more Ideas anyone.

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sicorican Offline New Member Posts: 15 Join Date: Sep 2005 Location: Lebanon, TN	15-05-2006, 04:04 PM Please help! This is becoming critical! Any ideas? Any one?

Marc Castricum Offline New Member Posts: 4 Join Date: May 2006 Location: Holland	20-05-2006, 09:11 AM I experienced the same problem and appearently it has to do with the refresh/cache of the internet browser. After pressing F5 I did get the predefined replies back again. Hope this solves your problem too.

davids Offline Member Posts: 45 Join Date: Aug 2004 Location: Bath, UK	22-05-2006, 06:16 PM Unfortunatley this has not resolved my issue. I will have to raise it with Kayako support but was hoping someone would have the answer in the forums. David Stockford -- customer services Gradwell dot com support info and faqs at Gradwell dot com support

sicorican Offline New Member Posts: 15 Join Date: Sep 2005 Location: Lebanon, TN	22-05-2006, 08:21 PM The fix for this issue was to go to the 3.00.81 build. I did it Friday, and today all my replies were back. We're on a hosted option, so I don't know if the timing will be the same for owned or leased installation, but it has worked for me!

AKL-MFCU Offline Member Posts: 147 Join Date: Feb 2006 Location: Lakeland, Florida - USA	It is cache - 22-05-2006, 09:45 PM I found it to be cache in the browser, something that kayako had built into a cookie type format that was being referenced without updating. Its something they definitely need to look into, but until then, if you exit completely out of the browser, and relog back in (if you are using winapp, close it and enter it)