Strange autoclose issue

[adapter]

Hi

i have active the autoclose ticket but when kayako send the information email 24 hours before the close the email report only the ticket id like this:

Customer,
ACH-290912. 96

Subject
Department: Support
Priority: Low
Status: Waiting

24

Firms

so there isn't the body text with the info about this email, i have also try to restore to original value the autoclose email template, but dont work, i have search also the phrase in the language template and it is present

any help?

[craigbrass]

So it says it has been restored when you try but actually hasn't been? If so, contact support (http://members.kayako.net -> "Get Support") and they will provide you with the code for that template. We cannot post it here due to forum rules.

[adapter]

yes correct, the problem is that my support time is expired so i dont receive any reply!

[craigbrass]

Ah, you will need to extend your support period. This can be done via the members area.

[msmartinwsx]

We have this issue. Raised to support who said it was our templates which I gave permission for them to restore - which has not fixed the issue now Raghav in support claims it is still our templates (which are the default).

Once again - poor support from the Kayako team.

We ended up removing all phrases variables and simply using normal text which works fine.

[craigbrass]

Care to post your ticket ID? Jamie may be able to find out what is happening with regards to fixing it depending on how long it has been open.

[msmartinwsx]

Craig,

If that was directed at me... at the moment no. I don't see there being any resolve as all that is done is the blame being placed on my 'custom templates' even when they were restored by myself and Kayako.

Using static text got us around the problem - I just dont have any more time to waste trying to make something work that should, out of the box without any hassle!

[craigbrass]

Oh, right, didn't notice you were somebody else