Phrases in templates not working

[hlavacian]

Hi,

i'm custominzing some template for our needs.
When i add a new phrase in the admin section and after i want to use it in my template, it isn't working.
Other phrases are working, i sucsessfuly added an existing phrase to the templates.

This is what i did:

I added a phrase with the code "test" and value "testphrase" in admin section.
In the template email_staffreply i added following code:

<{$language[test]}>

Afterwards i deleted the cache and tryed the template, but testphrase was not in the email. First i sought it is because we are using 2 languages, so i added the test-phrase in both languages. But nothing worked.

Any suggestions on on it?

I thought this issue was resolved in x.27?


We are using version .32 of eSupport, in a windows based environement.
MySQL 4.1
PHP 4.4.3

Thx, Ian

[hlavacian]

Can someone test my issue in .32? Because the Kayako-Support is not responding to my ticket .

Thanks in advance

[jaldrich]

I'm having the same problem, but it only happens in the 'email_staffreply' e-mail (so far).

I'm using the Windows eSupport v3.00.32 with PHP v4.4.2 and MySQL 3.23.58.

What I've done is create a Phrase and used it successfully in the following:
email_autoresponder
alert_newticket

But when I try to use the same Phrase in 'email_staffreply' it is empty in the e-mail.

Does anyone know how to correct this???

Thank you for your time.

[hlavacian]

Hello jaldrich,

thanks for replying to my message.

Have you found a solution for this issue.

My templates are still not working.

Regards,

Ian

[Varun Shoor]

Hi,
Try clearing your cache directory and see if that works out.

Regards,

Varun Shoor

[hlavacian]

Hi Varun,

as i wrote in my post, I already cleared the cache.

When I hard code a string in the template it is working, only the language phrases are not working.

Thanks,

Ian

Originally Posted by hlavacian

Hi,

i'm custominzing some template for our needs.
When i add a new phrase in the admin section and after i want to use it in my template, it isn't working.
Other phrases are working, i sucsessfuly added an existing phrase to the templates.

This is what i did:

I added a phrase with the code "test" and value "testphrase" in admin section.
In the template email_staffreply i added following code:

<{$language[test]}>

Afterwards i deleted the cache and tryed the template, but testphrase was not in the email. First i sought it is because we are using 2 languages, so i added the test-phrase in both languages. But nothing worked.

Any suggestions on on it?

I thought this issue was resolved in x.27?


We are using version .32 of eSupport, in a windows based environement.
MySQL 4.1
PHP 4.4.3

Thx, Ian

[Varun Shoor]

Interesting, Does it show up under the en-us:default cache under Admin CP > Diagnostics > Cache Info?

Regards,

Varun Shoor

[hlavacian]

Yep, it also shows up there.
I have an other language installed (german-> de:default) and it also shows up there.
But I previously installed the ger-language pack and delete it afterwards, and it us still visible in the Cache Info and ther e the phrase is not available.

Maybe this is the problem.

Regards,

Ian

[hlavacian]

I have a new issue, when I add a new department it is not visible in the tree a the left side in Staff CP("Filter Tickets").

The department is visible in the drop down list and in ther reports section on ticket level? Maybe this two issue are corresponding.

Regards,

Ian

[mmay]

[I think you should make a new thread for your new problem, but check that the user has access to that new dept, it does not happen by default. You need to add that new dept to the staff or staff group in the Admin CP first manually. If that doesn't fix it, try a new thread..]

Back the OP. I have the same issue too. I create a new phrase, and I cannot get the email_autoresponder to use it. Spefically, I create a phrase named 'companycbit' and in the email_autresponder template, I replace the two instances of '<{$settings[general_companyname]}>' with '<{$language[companycbit]}>'. The Template Diagnostics show success, the companycbit shows in the Diagnostics -> Cache info -> en-us:default list, but the email that comes is just blank on that line.

[Neil-UKWSD]

Hi,

I have confiremed this is an issue, it does from my testing only appear to affect the email templates and only where the email parser is involved (new ticket submission).

Task #874 which had been closed as fixed is this same issue so has been re-opened.

[mmay]

Sweet, it's not life threating, so as long as being looked at, I'm happy, thanks again Neil