Template Groups: default vs. new: Can't get it to work - 3.00.90

[tm2000]

Have two Template groups default and new (with same language file) with two departments and two email ques.

On a new ticket via inbound email, everything works great:
- email@123domain.com gets Default auto responder
- email@domainXYZ gets NEW auto responder

BUT when I go to respond in the Staff CP
- Ticket in the default department gets Default Staff Response template
- Ticket in the NEW department ALSO gets Default Staff Response template

I have checked the emailque settings as well as the Department settings and cleared the cache..

Anyone else have this issue? We're new so figure it's us..

Using 3.00.90 - New Install

[eiden]

I have the same issue. Running 3.00.90

[tm2000]

Here I thought it was just us.. I'll submit it as a bug.

Anyone else have the issue or figured out how to work around it? Hard to believe just eiden and I have the challenge..

[tm2000]

I guess I can't add it as a Bug.. can someone else who has access? Thx

[eiden]

I have contacted Kayako about this issue. Varun will look into it.

Here is what I have figured out so far:

---------------------------------------

When I create a ticket from the StaffCP (Tickets->New Ticket->Send email->[department]) the autoresponder uses the template with the Id 1 regardless of which department the ticket is created under.

Look in lines 54-62 modules\tickets\staff_newticket.php:

Pay attention to:
$_emailqueue = $_SWIFT["queuecache"][$_POST["opt_emailqueueid"]];
$_tgroupid = $_emailqueue["tgroupid"];

In "adminCP->Diagnostics->Cache Info-> queuecache" the array structure is different.

So in order to get the correct TemplategroupId (tgroupid) you have to modify the line from:
$_emailqueue = $_SWIFT["queuecache"][$_POST["opt_emailqueueid"]];

To:
$_emailqueue = $_SWIFT["queuecache"]["list"][$_POST["opt_emailqueueid"]];

---------------------------------------

Is there anyone else with version 3.00.90 that can replicate this issue ?

[PhenoMan]

I have (had) the same problem! Thanx for your support!

[nima.samadi]

Same problem here..

[tm2000]

Does anyone know if Kayako is working this issue? I really would like to use it with our different Ques..

[Macker]

Bump for answers.

[Jamie Edwards]

Hi there,

I will prompt a developer to respond to the queries here.

[Macker]

Originally Posted by Jamie Edwards

Hi there,

I will prompt a developer to respond to the queries here.

TWO business days later, no reply yet?

This forum is LITTERED with people having problems, and issues NOT being dealt with.

Ironic really when you consider this is SUPPORT software that doesn't apparently appear to be supportED.

This software has a KB built in, so why do you not populate it?

[supportskins]

Are both the departments assigned to both the template groups you have created?

[Siora]

This is actually a known issue. I have a submitted a bug report so hopefully it will get addressed. There are quite a few members who have reported there being an issue with the "from" name. However it was also reported that the issue was resolved in the new CVS build.