no password in autoresponder

[aartech]

I've enabled StaffCP>Settings>User Registration>Send Password in Auto Responder Message.

But in my tests I'm not seeing any username or password included in the autoresponder message created when a new ticket is opened.

I've tried creating a ticket by sending an email to the mail queue from a registered user, and a non-registered user
I've tried creating a ticket in the end user suport centre as a logged in user, and as one not logged in.

So #1 did I miss some other setting to get this to work?
And #2 how does it work if a new unregistered user creates a ticket by either emailing my mail queue, or if they "leave a message" from the chat window when I have messages forwarded to my email queue?

Thanks!

[Chris Boulton]

Hi,

For me, this functionality works correctly - I receive the email address and password in the auto-responder:

You can check the status of or reply to this Ticket online at: http://-URL-
Email: [email address here]
Password: [password]

Note: I believe this only works correctly if you're using the built in login method and not an external login method.

Can you check to see if your email_autoresponder template contains the appropriate values?

1. Login to the Admin CP

2. Click Templates > Manage Templates

3. Expand your template group (Default is the standard SupportSuite one)

4. Expand "Tickets" and click on "email_autoresponder"

The template should contain:

<{if $settings[u_sendpw] == 1 && $user[userpasswordtxt] != "" && $user[loginapi_moduleid] == 1}>

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

As for your other question, it works by creating the user an account within SupportSuite and assigning them a random password. This user account is then used for any future tickets by this user.

Chris

[aartech]

Maybe that's part of the problem, I'm using this with oscommerce so I'm using that for the login processing. I'll try switching it back and see if it works, but I'm not sure what's the point of having the login share if it breaks some of the functions....

[Jamie Edwards]

The password will not be sent out if using a LoginShare login system - particularly osCommerce, as passwords cannot be decrypted.

[aartech]

So it just doesn't get sent if loginshare is used?? Even if they aren't existing users? I did it as a new user. I'm not sure why it wouldn't work then...

[Chris Boulton]

Because the login share functionality does not include the ability to create accounts on the third party system - so it can't generate a user account.

There's no point in creating the user in SupportSuite when the account back on osCommerce isn't too because the idea is to share your osCommerce logins with SupportSuite.