Questions about e-mail auto responder

[AnthonyA]

Hi all,

Our company recently bought Support Suite. We're running version 3.20.02.

I'm having some trouble working out a few things that I would like to modify:

1. On the ticket auto responder, I would like to remove Priority from the email. i.e:

Ticket ID: 16
Subject: testing priority one more time
Department: Support
Priority: Normal
Status: Open

Also I would like to remove the ability for customers to log on to view and update tickets i.e:

You can check the status of or reply to this Ticket online at: New Threats - Home
Email: anthony.XXXX@staff.XXXX.com
Password: XXXXX

Appreciate the help.

Cheers.

[supportskins]

You need to edit the email_autoresponder template to remove whatever you do want the software to send it the email.

[AnthonyA]

Thanks, i've tried that however nothing seems to change. Does it have a timer when it reloads the scripts?

I tried numerous times and each time the autoresponder sent through with the priority even though I removed every trace of it in the autoresponder.

[craigbrass]

You need to go Admin CP -> Diagnostics -> Rebuild Cache or clear out the /cache/ directory using FTP software after making the change.

[trinity0159]

I too am having the same problem I have tried to clear the cache and still not working. Any dieas?

[Matthew]

Originally Posted by trinity0159

I too am having the same problem I have tried to clear the cache and still not working. Any dieas?

Have you created multiple template groups and are perhaps trying to edit a template from the wrong group?

[thill]

Originally Posted by AnthonyA

Hi all,

Our company recently bought Support Suite. We're running version 3.20.02.

I'm having some trouble working out a few things that I would like to modify:

1. On the ticket auto responder, I would like to remove Priority from the email. i.e:

Ticket ID: 16
Subject: testing priority one more time
Department: Support
Priority: Normal
Status: Open

Also I would like to remove the ability for customers to log on to view and update tickets i.e:

You can check the status of or reply to this Ticket online at: New Threats - Home
Email: anthony.XXXX@staff.XXXX.com
Password: XXXXX

Appreciate the help.

Cheers.

Tyr this code in the autoresponder template, it worked to remove the email and password that showed up in the ticket confirmation autoresponder:

<{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><{$ticket[status]}><BR>
<BR>
<{$language[arsubfooter]}><a href="<{if $iswhmcs == false}><{$swiftpath}>index.php<{else}><{$_swiftpat h}>viewticket.php<{/if}>?_m=tickets&_a=viewticket&ticketid=<{$ticket[ticketid]}>"><{if $iswhmcs == false}><{$swiftpath}><{else}><{$_swiftpath}><{/if}></a><BR><{if $settings[u_sendpw] == 1 && $user[userpasswordtxt] != "" && $user[loginapi_moduleid] == 1}>
&nbsp;&nbsp;&nbsp;<b><{$language[aremail]}></b><{$ticket[email]}><BR>
&nbsp;&nbsp;&nbsp;<b><{$language[arpassword]}></b><{$user[userpasswordtxt]}><BR>
<{/if}>
<BR><{if $newscount != 0}>
<{foreach key=newskey value=newsitem from=$news}>
<b><{$newsitem[index]}>.</b> <a href="<{if $iswhmcs == false}><{$swiftpath}>index.php<{else}><{$_swiftpat h}>announcements.php<{/if}>?_m=news&_a=viewnews&newsid=<{$newsitem[newsid]}>&group=<{$ticket[tgroup]}>"><{$newsitem[subject]}></a><BR>
<{/foreach}>
<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]}>
<{$language[arsubfooter]}><{if $iswhmcs == false}><{$swiftpath}>index.php<{else}><{$_swiftpat h}>viewticket.php<{/if}>?_m=tickets&_a=viewticket&ticketid=<{$ticket[ticketid]}><{if $settings[u_sendpw] == 1 && $user[userpasswordtxt] != "" && $user[loginapi_moduleid] == 1}>
<{$language[aremail]}><{$ticket[email]}>
<{$language[arpassword]}><{$user[userpasswordtxt]}>
<{/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}>
done 10/01/08