new template group, but still autoresponder from default template group

R Roobol

hi,

I managed to create a new template-group and linked it to a new department.

But when a client submits a ticket, the autoresponder messages seems to come from the default template-group instead of the new template group I created.

I emptied the cache, linked the new department to the new template-group, checked the mailqueue and everything seems to be okay.

What could be wrong? What do I need to do to make it work?

kind regards,

Remco Roobol
The Netherlands

russmichaels · 30-07-2007, 07:45 PM

I also have this problem, and I am having a hard time trying to get Kayako to understand what the problem is.
It only seems to happen if they are already registered and then submit a ticket via the web site. The registration seems to link them to tthat group.
If a ticket is submitted via email to the group2 email address thena ll seems to work fine.

craigbrass · 30-07-2007, 08:03 PM

Have you got a ticket open? If so, whats the ID? Jamie will be able to get it looked at by a developer that way.

russmichaels · 30-07-2007, 08:08 PM

Ticket ID: AWY-861336

R Roobol · 23-08-2007, 08:27 AM

Is there a solution yet?

craigbrass · 23-08-2007, 10:15 AM

Jamie should be able to chase this up later when he comes online.

R Roobol · 24-08-2007, 12:56 PM

awesome

**Jamie Edwards** · 24-08-2007, 01:50 PM

Whilst I can't give you an update on someone else's ticket, I will see if there is a confirmed bug and/or fix for the issue reported.

ikaney · 24-08-2007, 11:20 PM

I'm seeing this issue as well.

I send to a specific group/department e-mail queue which requires registration, and the reply that is sent back comes from the default queue/group rather than the group/department the queue belongs to.

If that makes sense!

craigbrass · 25-08-2007, 09:28 AM

Quote:

Originally Posted by Jamie Edwards

Whilst I can't give you an update on someone else's ticket, I will see if there is a confirmed bug and/or fix for the issue reported.

If it is a ticket that is an issue that more than one user is having, I don't see why not. If a fix had been suggested in the ticket that would help other users and all...

supportskins · 25-08-2007, 10:38 AM

I thought the issue was fixed in the latest stable build release

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russmichaels Offline Member Posts: 57 Join Date: Jul 2007 Location: UK	30-07-2007, 07:45 PM I also have this problem, and I am having a hard time trying to get Kayako to understand what the problem is. It only seems to happen if they are already registered and then submit a ticket via the web site. The registration seems to link them to tthat group. If a ticket is submitted via email to the group2 email address thena ll seems to work fine.

craigbrass Offline Senior Member Posts: 5,712 Join Date: Jun 2005 Location: Cumbria, UK	30-07-2007, 08:03 PM Have you got a ticket open? If so, whats the ID? Jamie will be able to get it looked at by a developer that way. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

russmichaels Offline Member Posts: 57 Join Date: Jul 2007 Location: UK	30-07-2007, 08:08 PM Ticket ID: AWY-861336

R Roobol Offline New Member Posts: 9 Join Date: Sep 2006	23-08-2007, 08:27 AM Is there a solution yet?

craigbrass Offline Senior Member Posts: 5,712 Join Date: Jun 2005 Location: Cumbria, UK	23-08-2007, 10:15 AM Jamie should be able to chase this up later when he comes online. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

R Roobol Offline New Member Posts: 9 Join Date: Sep 2006	24-08-2007, 12:56 PM awesome

ikaney Offline New Member Posts: 1 Join Date: Apr 2007	24-08-2007, 11:20 PM I'm seeing this issue as well. I send to a specific group/department e-mail queue which requires registration, and the reply that is sent back comes from the default queue/group rather than the group/department the queue belongs to. If that makes sense!

supportskins Offline Senior Member Posts: 3,821 Join Date: Aug 2006 Location: Mumbai, India	25-08-2007, 10:38 AM I thought the issue was fixed in the latest stable build release Professional and Affordable Kayako Skins - Specialists in Kayako Skinning & Customization - Professional Paid Support Our Skins and Services - http://www.supportskins.com/store/ SupportSkins.com - http://www.supportskins.com/