predefined replies not working

[ronniead]

Hi,

I'm having some problems with predefined replies - they're not coming up at all! They are there, but just don't display when I try and insert them to a client.

I've tried the following solutions some of which many people have said has helped them:

• In Firefox: Cleared Cache, Cookies, Session info, and pressed CTRL-F5
• In IE, did the same thing....
• tried different browsers, and different computers
• deleted the \cache\ files (ftp to your installation, find this folder. delete all files except index.htm)
• repaired, and optimised database (admin cp, database)
• updated a predefined reply, and also added a dummy one to refresh database (staff cp, tickets, predefined, manage)
• disabled, and then enabled Javascript Cache for Themes (admin cp, settings, general)

Anyone have any other solutions...?

I've had to send a ticket to to Kayako, but it's been over 24 hrs...what kind of response can i expect!!!?

[Jamie Edwards]

Hi Ronnie,

What is your ticket ID?

Please try clear the cache folder inside of your SupportSuite installation - delete all files contained in it, and then try again.

[ronniead]

I have done that...

My Ticket is: ZEF-667245

I did create another one yesterday, but I can't find the ticket number...

[Jamie Edwards]

Hi Ronnie,

Sorry for the delay - I have instructed someone to update you shortly.

[supportskins]

Use the Error Console feature of Firefox and check if there are any java errors recorded in that.

[ronniead]

Hi,

Just updating you guys.....

the problem was fixed by the support team. Apparently there was some hidden character in the predefined category that was creating a problem. Not sure what it was, but they fixed it up...

thanks support team!

[markoshust]

i am having an extremely similar (or the same) problem. the knowledgebase + sign wont work either.

what was the fix to this?

[ronniead]

Hi,

I'm not sure how it was fixed - a support technitian was very patient, and solved the problem for me. He told me that there was hidden charachter in a predefined reply.

If that's true then I guess the problem was either:

• There was an unsupported character like "É" in the subject line. Most of my predefined queries are in French. It could be possible that a similar charcter is making act funny. in another made it act strangely.
• or there was some other invisible character which was stuffing it up.
• Or the problem is something completely different!

I would try all the suggestions in the first post I made. If that fails to work, look for a weird character in the subject lines of your predefined queries. Failing that, then speak to a technitian.

good luck

Ronnie

[markoshust]

thanks ronnie for your reply. i am using only english, and i checked over all the categories as well as the replies and none had a weird character. i'm not sure what to look for in an 'invisible' character, any idea on how to check on that?

my knowledgebase section is also not working, im wondering if it is tied to that. i am not receiving any js errors from firebug.

[ronniead]

Did you:

delete the \cache\ files (ftp to your installation, find this folder. delete all files except index.htm)

I can't remember if my knowledge base stopped working...

Speak to a support technitian ASAP, because every hour counts when responding to clients....it may take the technitians a while to figure out what's wrong....

[markoshust]

thanks a bunch! that fixed it!!!!

[ronniead]

ah what a relief...