Autoresponder, incorrect link?

[Chadi]

The auto responder is sending out this message:

Support,

Your Ticket has been received and a member of our staff will review it and reply accordingly. Listed below are details of this Ticket. Please make sure the Ticket ID remains in the subject at all times.

Ticket ID: YTQ-847280
Subject: Test
Department: Abuse
Priority: Low
Status: Closed

You can check the status of or reply to this Ticket online at: https://www.xxxxx.com/support/index....&ticketid=2142
Please do let us know if we can assist you any further,

Well, the problem is it should not being going to /support, instead it should go to WHMCS at /billing instead. I am using WHMCS login share and it would for ticket submission without a problem, via whmcs interface.



I'm using WHMCS 3.7.4 and esupport 3.20.02

[supportskins]

You can change the link by editing the email_autoresponder template.

[Chadi]

No, it should work automatically since the WHMCS loginshare option is there and enabled.

[supportskins]

No, it should work automatically since the WHMCS loginshare option is there and enabled.

I agree. However this is a missing feature in Kayako which I suppose the developers can add in the next build. In the mean time you can change the URL by editing the template.

[Chadi]

This is pretty ridiculous. I edited the email_autoresponder template in the proper template group called 'abuse' which that department is in fact assigned to 'abuse' template only, not 'default'. I did a test email w/ auto responder from abuse department, it still sends out the link.

The template (which I modified and clicked saved & reload) is:

<{if $ishtml == true}><font face="Verdana, Arial, Helvetica" size="2"><{$ticket[fullname]}>,<BR>
<BR>
<{$language[arintro]}><BR>
<BR>
&nbsp;&nbsp;&nbsp;<b><{$language[articketid]}></b><{$ticket[fticketid]}><BR>
&nbsp;&nbsp;&nbsp;<b><{$language[arsubject]}></b><{$ticket[subject]}><BR>
&nbsp;&nbsp;&nbsp;<b><{$language[ardepartment]}></b><{$ticket[department]}><BR>
&nbsp;&nbsp;&nbsp;<b><{$language[arpriority]}></b><{$ticket[priority]}><BR>
&nbsp;&nbsp;&nbsp;<b><{$language[arstatus]}></b><{$ticket[status]}><BR>
<BR>
<{/if}>
<{$language[arfooter]}><BR>
<BR>
<{$settings[general_companyname]}><{if $queuesignature != ""}><BR><{$queuesignature}><{/if}></font><{else}><{$ticket[fullname]}>,

<{$language[arintro]}>

<{$language[articketid]}><{$ticket[fticketid]}>
<{$language[arsubject]}><{$ticket[subject]}>
<{$language[ardepartment]}><{$ticket[department]}>
<{$language[arpriority]}><{$ticket[priority]}>
<{$language[arstatus]}><{$ticket[status]}>

<{/if}>

<{if $newscount != 0}>
<{foreach key=newskey value=newsitem from=$news}>
<{$newsitem[index]}>. <{$newsitem[subject]}>
<{if $iswhmcs == false}><{$swiftpath}>index.php<{else}><{$_swiftpat h}>announcements.php<{/if}>?_m=news&_a=viewnews&newsid=<{$newsitem[newsid]}>&group=<{$ticket[tgroup]}>

<{/foreach}>

<{/if}>
<{$language[arfooter]}>

<{$settings[general_companyname]}><{if $queuesignature != ""}>
<{$queuesignature}><{/if}><{/if}>

[supportskins]

Is the abuse department only assigned to the abuse template group?

[Chadi]

Yes, that's what I said before. Only abuse, not default.

[Joost Sanders]

Did you try via the webinterface? Or did you send an email to your helpdesk?
In case of the latter, make sure the default template of your Mail Queue is also set to "abuse".

[Chadi]

I can't believe. It keeps sending that same damn link.

mail queue for abuse is set to 'abuse' template
manage department > abuse settings is set to 'abuse' template group and ONLY 'abuse' is checked.

[Joost Sanders]

I am not sure if the email template is being cached, but did you try to rebuild the cache?
(admin interface, diagnostics, rebuild cache)

[Chadi]

I did rebuild the cache each and every time.

[supportskins]

Someone needs to login into your helpdesk and look into the setup.