Wrong ticket history gets included in a new client reply

[arogers@schoolp]

This is a weird problem that has happened multiple times now. I raised a ticket (SUPPORT #OXW-976798) with support a week ago but havent heard anything as yet.

The problem is that on occasions when i get an email from the help desk the ticket history included is from a different ticket. As far as i can tell it is only occuring for emails going to staff, not to users. That is good because it could be quite embarrassing.

Has any one else experienced this problem?

This is the template being using (is there a way to make this section of the post an expandable block).

<{if $alerttype == "sms"}><{if $replytype == "staff"}><{$language[anewstaffreply]}><{else}><{$language[anewreply]}><{/if}>
<{$ticket[fticketid]}>: <{$ticket[subject]}>
<{$alertdata[contentssms]}><{else}><{if $ishtml == true}><font face="Verdana, Arial, Helvetica" size="2">
<{$alertdata[contentshtml]}>
<BR><BR>
<fieldset style="margin-bottom: 6px; color: #333333;FONT: 11px Verdana, Tahoma;PADDING:3px;">
<legend><{$language[tickethistory]}></legend>
<{foreach key=key value=post from=$postlist}>
<{if $post[ticketpostid] != $ticket[lastpostid]}>
<b><{$post[fullname]}></b> (<{if $post[creator] == "staff"}><{$language[thstaff]}><{elseif $post[creator] == "thirdparty"}><{$language[ththirdparty]}><{elseif $post[creator] == "recipient"}><{$language[threcipient]}><{else}><{$language[thclient]}><{/if}>) <{$language[thpostedon]}> <{$post[date]}>
<hr>
<br>
<{$post[contents]}>
<{if $ticket[hasattachments] == "1" && $post[attachmentcount] > 0}>
<BR /><BR /><fieldset style="margin-bottom: 6px; color: #333333;FONT: 11px Verdana, Tahoma;PADDING:3px;"><legend><{$language[thattachments]}></legend>
<{foreach key=attachkey value=attachment from=$post[attachments]}>
<{$attachment[filename]}> (<{$attachment[attachmentsize]}>)<BR />
<{/foreach}>
</fieldset>
<{/if}>
<br><br>
<{/if}>
<{/foreach}>
</fieldset>

<fieldset style="margin-bottom: 6px; color: #333333;FONT: 11px Verdana, Tahoma;PADDING:3px;">
<legend><{$language[ticketdetails]}></legend>
<{$language[articketid]}><{$ticket[fticketid]}><BR>
<{$language[ardepartment]}><{$ticket[department]}><BR>
<{$language[arpriority]}><font color="<{$priority[frcolorcode]}>"><{$ticket[priority]}></font><BR>
<{$language[arstatus]}><font color="<{$status[statuscolor]}>"><{$ticket[status]}></font><BR>
<{$language[arlink]}> <a href="<{$swiftpath}>staff/index.php?_m=tickets&_a=viewticket&ticketid=<{$tic ket[ticketid]}>"><{$language[arclickhere]}></a><BR>
</fieldset>
</font><{else}><{if $replytype == "staff"}><{$language[anewstaffreply]}><{else}><{$language[anewreply]}><{/if}>: <{$ticket[subject]}>
<{$alertdata[contentstext]}>
<{$language[ticketdetails]}>
===================
<{$language[articketid]}><{$ticket[fticketid]}>
<{$language[ardepartment]}><{$ticket[department]}>
<{$language[arpriority]}><{$ticket[priority]}>
<{$language[arstatus]}><{$ticket[status]}>
<{$language[arlink]}> <{$swiftpath}>staff/index.php?_m=tickets&_a=viewticket&ticketid=<{$tic ket[ticketid]}><{/if}><{/if}>

[craigbrass]

That is a very weird problem. Have you upgraded your account on the hosted platform to the latest version (3.11.01)?

Also, has the ticket had ANY response or is it just sitting there with only the initial reply? What department is it currently in (go to the support desk and check the top of the ticket)?

[Jamie Edwards]

Hi there,

Has your hosted desk recently been moved to a different server? Please submit a support ticket as soon as possible to the problem can be traced immediately.

[craigbrass]

He already has Jamie -> #OXW-976798