No autoresponse after editing templates

[Dr Yang]

We have recently updated our SupportSuite build to 3.50.06 and somehow email_autoresponder template got reset. Now after any small change in template autoresponder stop working. I have to restore it to make it work again. Any suggestions?

[Jamie Edwards]

We won't be able to provide suggestions unless we know what the specific edit you made was (which has likely broken the template syntax, which is why it isn't working)

[Dr Yang]

I tried different things which previously worked fine. For example I removed these lines:

&nbsp;&nbsp;&nbsp;<b><{$language[ardepartment]}></b><{$ticket[department]}><BR>
&nbsp;&nbsp;&nbsp;<b><{$language[arpriority]}></b><{$ticket[priority]}><BR>
&nbsp;&nbsp;&nbsp;<b><{$language[arstatus]}></b><{$ticket[status]}><BR>

<{$language[ardepartment]}><{$ticket[department]}>
    <{$language[arpriority]}><{$ticket[priority]}>
    <{$language[arstatus]}><{$ticket[status]}>

[supportskins]

Make sure you have not broken any if else clause. Run the Diagnostics test to confirm.

[Dr Yang]

I haven't broken any if/else. I have edited templates before update and everything was ok.

[Wizzard]

Did you clear the cache as well?

[Dr Yang]

Of course I did. I'll repeat for the third time: I did modified templates before successfully. It is after latest update things went wrong.

[Dr Yang]

When I edit other templates, like email_staffreply, everything is fine. The only problem I have is with email_autoresponder. So can I get any help regarding this?

[Dr Yang]

I have discovered that I actually receive autoresponse but not more aften than once in about 30 minutes to the same email, even though new ticket is being created. Is there some preference that won't let send autoresponse to the same email during period of time?

[Jamie Edwards]

Yes - flood control/mail loop cutter settings (Admin CP -> Mail Parser)

[supportskins]

Flood Protection will be triggered if you are submitting tickets via email parser however if you submit the ticket from the software interface you should always receive the autoresponder.

[Dworth]

I am having the same problem. I trimmed the code down a lot, rebuilt the cash and then 2 things happened.

1) Auto responder stopped working.

2) The e-mails sent to our support mailbox are just staying there. The same 3 e-mails are creating tickets every 30-45 min

I don't know if by rebuilding the cache some other change broke the system or if it was my coding. Here is the code I used and as it may show, I am not a coder at all, but generally I'm pretty logical


Template "email_autoresponder"

<{if $ishtml == true}><font face="Verdana, Arial, Helvetica" size="2"><{$ticket[fullname]}>,
<BR>
<{$language[arintro]}>
<BR>
<{$language[arsubfooter]}><a href="<{if $iswhmcs == false}><{$swiftpath}>index.php<{else}><{$_swiftpat h}>viewticket.php<{/if}>?_m=tickets&_a=viewticket&ticketid=<{$ticket[ticketid]}>"><{if $iswhmcs == false}><{$swiftpath}><{else}><{$_swiftpath}><{/if}></a><BR><{if $settings[u_sendpw] == 1 && $user[userpasswordtxt] != "" && $user[loginapi_moduleid] == 1 && $nopassworddispatch != true}>
<BR>
<{$language[arcreds]}><BR>
<BR>
<{$language[arfooter]}><BR>
<BR>
<{$settings[general_companyname]}>
<{$language[arsignature]}>
<BR>
<{$language[arps]}>

</font><{else}><{$ticket[fullname]}>,
<BR>
<{$language[arintro]}>
<BR>
<{$language[arsubfooter]}><a href="<{if $iswhmcs == false}><{$swiftpath}>index.php<{else}><{$_swiftpat h}>viewticket.php<{/if}>?_m=tickets&_a=viewticket&ticketid=<{$ticket[ticketid]}>"><BR><{if $iswhmcs == false}><{$swiftpath}><{else}><{$_swiftpath}><{/if}></a><BR><BR><{if $settings[u_sendpw] == 1 && $user[userpasswordtxt] != "" && $user[loginapi_moduleid] == 1 && $nopassworddispatch != true}>
<BR>
<{$language[arcreds]}><BR>
<BR>
<{$language[arfooter]}><BR>
<BR>
<{$settings[general_companyname]}>
<{$language[arsignature]}>
<BR>
<{$language[arps]}>

Any help would be greatly appreciated.

Thx~

[Jamie Edwards]

Admin CP -> Templates -> Diagnostics, run the Smarty error check. Any problems?

[Dworth]

I went back to the initial AutoResponse and removed one line at a time to figure out exactly what it liked, but I still don't exactly understand what it didn't like.

One general question I have is, does Rebuilding Cache has negative side effects? I started doing that when making these changes so it was hard to figure out what was causing the issues.

Thx~

[John Haugeland]

The only downside of rebuilding cache is that during the rebuild, you do not have the speed benefit of a cached copy. The process is relatively fast, so practically speaking it doesn't really have a significant downside.