Parser rules problem - Kayako

bessette · **Parser rules problem -** 08-10-2008, 09:52 PM

I've set up a rule to modify every new ticket (Is Reply equals false), but sometimes new tickets don't get caught by this rule. When I look at the audit trail on the ticket, it's empty. Usually every ticket's audit trails starts out with the SLA plan used, due date set, etc.

Anyone else have this problem? Again, it only happens occasionally, but it is fairly annoying since it requires us to do extra steps that the parser rule should be doing anyway.

Thanks,
Eric

craigbrass · 09-10-2008, 07:17 AM

This is an issue that really needs somebody to look at your help desk as it is likely to be a configuration issue somewhere. I suggest you contact support (http://members.kayako.net -> "Get Support") for assistance.

BigDawgRob · 09-10-2008, 04:44 PM

Could it be that the tickets being logged are via a website rather than e-mail?

craigbrass · 09-10-2008, 05:15 PM

If that is the case (doubt it), it would still be a bug and would need to be confirmed as not being a configuration issue in a ticket.

Casey Rousseau · 14-10-2008, 06:48 PM

Quote:

Originally Posted by BigDawgRob

Could it be that the tickets being logged are via a website rather than e-mail?

Quote:

Originally Posted by craigbrass

If that is the case (doubt it), it would still be a bug and would need to be confirmed as not being a configuration issue in a ticket.

Parser rules are only applied by the parser and do not apply to tickets created by the web interface. I don't think it could reasonably be called a bug if that's what's happening.

bessette · 06:50 PM

Quote:

Originally Posted by BigDawgRob

Could it be that the tickets being logged are via a website rather than e-mail?

No, we do not allow public access to esupport. All tickets are being created from actual emails.

Thanks,
Eric

Casey Rousseau · 14-10-2008, 06:54 PM

Quote:

Originally Posted by bessette

No, we do not allow public access to esupport. All tickets are being created from actual emails.

Thanks,
Eric

To be clear, I was actually referring to the Staff CP. Any chance tickets are being created by staff?

bessette · 14-10-2008, 06:56 PM

Quote:

Originally Posted by Casey Rousseau

To be clear, I was actually referring to the Staff CP. Any chance tickets are being created by staff?

I don't believe so, but I can't be sure right now. I'll double check the next time it happens.

Thanks,
Eric

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craigbrass Offline Senior Member Posts: 5,928 Join Date: Jun 2005 Location: Cumbria, UK	09-10-2008, 07:17 AM This is an issue that really needs somebody to look at your help desk as it is likely to be a configuration issue somewhere. I suggest you contact support (http://members.kayako.net -> "Get Support") for assistance. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

BigDawgRob Offline Member Posts: 98 Join Date: May 2006 Location: Luton, UK	09-10-2008, 04:44 PM Could it be that the tickets being logged are via a website rather than e-mail?

craigbrass Offline Senior Member Posts: 5,928 Join Date: Jun 2005 Location: Cumbria, UK	09-10-2008, 05:15 PM If that is the case (doubt it), it would still be a bug and would need to be confirmed as not being a configuration issue in a ticket. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger