Ticket History - email_staffforward Not Working

[sadasiva]

I have Kayako SupportSuite Monthly Leased v3.00.80

For past few days I have been modifying the Templates to customize the emails that are sent to the user and the staff.

I wish to include the entire support history of the ticket in the emails that are sent.

For user, modification of file email_staffreply and then clearing the cache has helped and now I am able to send the whole support history of the ticket in the emails that go out to the users who create the ticket.

But for staff emails, modification of file email_staffforward is not reflecting at all in the emails that staff receive. I also cleared cache many times. But the email that the staff receive whenever a ticket is replied is not changing at all.

$postlist variable is also turned on. Also seen all the previous posts in this forum and tried them as well. But in vain.

Please tell me what am I doing wrong?

Help.

[OneHourMan]

I just upgraded to Kayako SupportSuite v3.00.90 and I have the exact same problem on email_staffreply and email_staffforward. No matter how many times I login and logout or clear my cache, I can't seem to get the new templates to work. It is like the software is caching the older version of my custom template and the new ones won't take. How do we refresh the new templates so they will be used?

[OneHourMan]

Sadasiva, when I first read your post and others I had been clearing my browser's cache, but had no idea how to clear the software's cache. Then I found this post at rebuilding templates? changes not working.

I deleted all the files except index.html in the www/cache folder and my email templates are now working just fine. Hope this helps.

[sadasiva]

Originally Posted by OneHourMan

Sadasiva, when I first read your post and others I had been clearing my browser's cache, but had no idea how to clear the software's cache. Then I found this post at rebuilding templates? changes not working.

I deleted all the files except index.html in the www/cache folder and my email templates are now working just fine. Hope this helps.

Hello OneHourMan

I am too deleting all the files in the www/cache folder.

My email_staffreply is working fine.

Only email_stafforward is not working.

I sent this issue to Hiren and he said:

"I just had this issue discussed with our developers who suggested that
this will not work for staff forwards. The postlist feature is
configured only to work with staff reply emails which are sent to clients."


So OneHourMan, please tell me if your email_stafforward is working or not?