Pre-selected From Address

[Salman]

Hi,

I have setup a number of different queues and from addresses in Kayako. The last one I setup was an address and queue for ABUSE report.

Whenever I try to create a new ticket, the pre-selected FROM address is the ABUSE one. SO I have to change to the SALES queue from the drop menu each time.

How can I change that so that the SALES queue address is pre-selected?

Thanks

[GoneShootin]

I have the exact same problem, but it doesnt happen for all users, only some. And I can't seem to find any obvious difference between them...

[Matthew]

Originally Posted by Salman

Hi,
Whenever I try to create a new ticket, the pre-selected FROM address is the ABUSE one. SO I have to change to the SALES queue from the drop menu each time.

How can I change that so that the SALES queue address is pre-selected?

I would also like to know how to set the default FROM address, as my staff are not always picking up on the need to change it from the pull-down in the staff CP when creating a new ticket.

[Jamie Edwards]

Hi there,

Is this changed functionality since an upgrade? If so, between which versions?

[Matthew]

Originally Posted by Jamie Edwards

Hi there,

Is this changed functionality since an upgrade? If so, between which versions?

Doesn't seem to be a change since an upgrade. What happened was that I created a secondary email queue for a department, and the program decided that this new queue would be the default one. However, that's definitely not what I want.

[Jamie Edwards]

I agree that this is a design issue, and have added it to the tracker: Kayako Bug Tracker - Viewing Issue #519 - When using two e-mail queues with one department, it is not possible to select a default

[Salman]

Thank you Jamie.

[GoneShootin]

Possible hack for this

Take this code block from modules/ticket/staff_newticket.php

<select name="opt_emailqueueid" class="swiftselect">';
    // 1st - Queue Emails
    //$firston = true;
    
    foreach ($_SWIFT["queuecache"]["list"] as $key=>$val)
    {
        if ($val["departmentid"] == $_department["departmentid"])
        {
          $seltext="";
            //if ($firston)
            //{
            //    $seltext = " selected";
            //    $firston = false;
            //}
            $fromname = iif(empty($val["customfromname"]), $_SWIFT["staff"]["fullname"], $val["customfromname"]);
            $fromemail = iif(empty($val["customfromemail"]), $val["email"], $val["customfromemail"]);
            
            if($val["email"]==$val["customfromemail"])
             echo '<option selected value="'. intval($val["emailqueueid"]) .'"'. $seltext .'>'. htmlspecialchars($fromname) .' &lt;'. htmlspecialchars($fromemail) .'&gt;</option>'.SWIFT_CRLF;
        }
    }
    // 2nd - Personal Email
    echo '<option value="0" selected>'. htmlspecialchars($_SWIFT["staff"]["fullname"]) .' &lt;'. htmlspecialchars($_SWIFT["staff"]["email"]) .'&gt;</option>'.SWIFT_CRLF;
    echo '</select>

Notice where I commented out the "$seltext". Then I added if($val["email"]==$val["customfromemail"]) such that it only prints a dropdown option if the email address of the queues is the same as the customfrom address from the available queues.

Then I set the staff users email address to be the default selected option.

It may not suit all people depending on their queue setup, but it suited me! Now instead of having all staff users assigned to that department showing up as "send from" options, only those email queues that have the same email address as the custom reply address will show, and of course the users own email account.

[Salman]

Jamie, this issue was originally due on 3.30.01 then on 3.30.02. Now its been pushed back to 3.30.05 ......

Heaven knows when 3.30.05 will be out!

The status was also changed to "feature request" when actually this is basically functionality.

PLEASE HELP!!!

[Salman]

OK, a new bug has come in since I upgraded to 3.30.02

When a client tries to create a ticket for the Sales Department, the ticket gets created under the ABUSE queue instead of the sales queue. Both queues are assigned to the sales dept.

I believe this is happening since no default reply address is available for any specific dept.

This reported issue has now become a BUG ....... Jamie?

[GoneShootin]

Originally Posted by Salman

This reported issue has now become a BUG .......

If you believe it to be a BUG then you should really create a support ticket.

[Salman]

Already done so ....... waiting for a reply.

[Salman]

Jamie and John, I dont think your support team understands what I am trying to tell them so I will explain here

I have 2 departments setup:

Sales & Billing Dept.
Email Queues Assigned:
>> Sales@
>> Billing@
>> Abuse@

Support Dept
Email Queues Assigned:
>> Support@

Issue:
A client tries to create a ticket for the SALES & BILLING DEPT from the kayako web interface at this URL: https://www.qualityhostonline.com/support/

The ticket is created under the Sales & Billing Dept but the autoresponder uses the ABUSE@ address to send out the confirmation email. Why is that so and why cant we choose which address should be used by the autoresponder.

Temp Fix:
I edited the ABUSE@ queue and changed it to SALES@ queues and vice versa for the SALES@ queue.

This is a temporary fix but needs to be dealt with by your developers since this is a genuine BUG and not FEATURE REQUEST.

[Jamie Edwards]

Hi Salman,

What is your ticket ID?

[Salman]

Gfp-657134