problems with predefined replies

[TNT]

Hi all,

i have some troubles with the predefined replies.

Let me explain what happens: i recive a ticket, i try to give an answer going in the "post reply" tab. So, if i try to click on the "predefined replies", nothing happens, the menu wont appear.

"Quote" button works perfectly, but "predefinied replies" won't works.

Predefined replies exist in the relative section.

We just upgrade Kayako to the latest version yesterady.

What happened?

[Jamie Edwards]

Hi TNT,

1) Have you added any Predefined Replies or reply categories?

2) What version of SupportSuite are you running?

3) What browser are you using, and are you sure JavaScript is enabled?

Thanks,

[TNT]

Originally Posted by Jamie Edwards

Hi TNT,

hi there

1) Have you added any Predefined Replies or reply categories?

Yes, i have almost 5 categories with almost 8 replies in total

2) What version of SupportSuite are you running?

Version: 3.10.02
Build Type: STABLE

3) What browser are you using, and are you sure JavaScript is enabled?

IE7, Firefox 2, Javascript enabled on both.

[Jamie Edwards]

Hi TNT,

Just did a test here and it is working for me for this version of SupportSuite, I cannot replicate it. Can you submit a ticket to support with your support desk information? They can take a look, and pass it onto a developer who can trace the problem.

Thanks,

[SoFiMaN]

Its working fine here on the same ver3.10.02 and IE7

[BigDawgRob]

I'm having a similar issue but it's taking a while to debug. Basically there's a JavaScript file created with the menu values, however this is not being recreated when any changes to pre-defined replies / downloads etc are made.

TNT - Do you use a Windows based server by any chance?

[Jamie Edwards]

Hi TNT,

Try this:

1) Log into FTP, navigate to your installation folder.

2) Browse to the cache folder.

3) Delete all files in there, except index.html.

Now log back into your staff control panel. These cache files should regenerate themselves, including the menu JavaScripts.

I would also suggest you look at upgrading to the latest stable version of SupportSuite, where menu regeneration problems have been fixed in the past.

Thanks,

[supportskins]

Also make sure you have not used any code (HTML or Java) in any of the predefined replies.

[BigDawgRob]

Browse to the cache folder.

This JavaScript file is the files folder not the cache folder. I'm not sure what happens when the file is deleted, am going to give it ago later.

[Jamie Edwards]

Originally Posted by BigDawgRob

This JavaScript file is the files folder not the cache folder. I'm not sure what happens when the file is deleted, am going to give it ago later.

Hi BigDawgRob,

I believe the JavaScript menus are generated with menu contents and cached, so they don't need to be generated every time a page loads.

Therefore, if a predefined reply menu cache has been generated improperly, deleting the cache will force it to regenerate.

Thanks,

[TNT]

Ok, problem solved.

I've created a new predefined reply and the pull-down menu reappeared with all the old predefinied replies.

Thank you all for the support

[Jamie Edwards]

Hi TNT,

Glad you have it working now. Don't forget, upgrading should also prevent this happening again

[kipper3d]

Have the same problem and I am using Firefox. I cleaned out my cache but the problem was still there so I went to insert new knowledge or predefined reply and the top field does not appear. It is like it's been collapsed window.

For example if I choose to Insert defined reply. I get bar with words "Insert Reply" then right beneath that I get another bar (no fields) "Reply Contents" with a form field.

Insert Reply - I get this error: One of the required field(s) is empty

I am using version 3.10.02

John

[BigDawgRob]

I managed to fix this issue in the end. The php error log produced the following error:

[28-Mar-2007 15:05:14] PHP Warning: fopen(./files/123ab2a752db37ec909bbe9b06e77d0a.js) [<a href='function.fopen'>function.fopen</a>]: failed to open stream: Permission denied in D:\inetpub\wireless-support\includes\functions_jscache.php on line 67

In our Windows enviroment Kayako has so far not had any problems creating attachments in the files folder or creating templates in the cache folder. However the bit of php which updates the js file requires fopen 'w+' permissions. Changing the permissions fixed this issue (don't forget to refresh the local browser cache!).

[piagui]

I upgrade a new version 3.20.02 whit esupport, all is OK but when a try to use a Predefined Replies, I clik but noting happen...

I follows de intruction when a saw here but don't work.

How can I resolve this issue??