Template Issues

msmartinwsx · 08:34 PM

I reverted all of our templates last night and then imported our old, corrected design.

This went OK - but since then, any changes to the templates via Kayako are not updated on the site and any emails sent to/from Kayako appear blank (we use text) (although the message does enter the DB via the staff area).

I have raised a ticket without a reply.

I have also reloaded templates, restored and deleted cache - none have helped

Any ideas?

Matt

**Jamie Edwards** · 23-08-2008, 08:39 PM

Hi Matt,

1) Did you edit the default template set with your customisations?

2) Have you rebuilt the template cache since making the changes? (/staff/index.php?_ca=rebuildcache)?

msmartinwsx · 23-08-2008, 08:41 PM

Hi Jamie,

1) I've tried alot of things. Now, I have a default set that is untouched (templategroup 1)

I created another group and have done all mods in there. Some web changes work - others simply dont but I think that now maybe eaccelerator or FastCGI doing some of it's own caching. However, emails are still blank which I cannot understand.

2) Yes.

msmartinwsx · 23-08-2008, 08:49 PM

Just to add.. Regardless of what template group is set to default - blank emails still come into staff or out to customers.

M

**Jamie Edwards** · 23-08-2008, 09:01 PM

Hi Martin,

Please can I have your ticket ID?

msmartinwsx · 23-08-2008, 09:02 PM

Sure.

QPJ-306089

msmartinwsx · 23-08-2008, 09:48 PM

Jamie,

Is anyone going to be able to review this please?

**Jamie Edwards** · 23-08-2008, 10:29 PM

Hi Martin,

I'll take a look in a moment, but I may not be able to resolve it for you. The support and sales offices are closed over the weekend, I am afraid.

msmartinwsx · 10:41 PM

I'm just doing some digging now as well.

If you raise via the client area - emails come through correctly to staff and client.

If the client/staff update the ticket, both the staff/client receive the correct reply.

It's only when email goes direct to the queue for the first time. What template group would that see? I am assuming it should see the default one?

Edit: There also seem to now be TWO email_autoclose templates within the template group since the last upgrade.

Matt

**Jamie Edwards** · 23-08-2008, 10:53 PM

Hi Matt,

The login credentials you have provided in your ticket do not work; please provide access to an administrator account.

msmartinwsx · 23-08-2008, 10:56 PM

Has been updated.

**Jamie Edwards** · 23-08-2008, 11:57 PM

Hi Matt,

I have updated your ticket. Unfortunately I was unable to find anything wrong with respect to your configuration. One of our technicians or a developer will look more closely at your system once we have the information requested in the ticket.

msmartinwsx · 24-08-2008, 12:18 AM

Jamie,

Have replied again. Will this be today? Or Monday as it's quite a serious issue.

Matt

**Jamie Edwards** · 24-08-2008, 12:21 AM

Hi Matt,

This will probably be on Monday (or late Sunday night, in the case of your timezone).

msmartinwsx · 24-08-2008, 12:22 AM

Thanks Jamie.

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msmartinwsx Offline Member Posts: 78 Join Date: Jul 2003	23-08-2008, 08:41 PM Hi Jamie, 1) I've tried alot of things. Now, I have a default set that is untouched (templategroup 1) I created another group and have done all mods in there. Some web changes work - others simply dont but I think that now maybe eaccelerator or FastCGI doing some of it's own caching. However, emails are still blank which I cannot understand. 2) Yes.

msmartinwsx Offline Member Posts: 78 Join Date: Jul 2003	23-08-2008, 08:49 PM Just to add.. Regardless of what template group is set to default - blank emails still come into staff or out to customers. M

msmartinwsx Offline Member Posts: 78 Join Date: Jul 2003	23-08-2008, 09:02 PM Sure. QPJ-306089

msmartinwsx Offline Member Posts: 78 Join Date: Jul 2003	23-08-2008, 09:48 PM Jamie, Is anyone going to be able to review this please?

msmartinwsx Offline Member Posts: 78 Join Date: Jul 2003	23-08-2008, 10:56 PM Has been updated.

msmartinwsx Offline Member Posts: 78 Join Date: Jul 2003	24-08-2008, 12:18 AM Jamie, Have replied again. Will this be today? Or Monday as it's quite a serious issue. Matt

msmartinwsx Offline Member Posts: 78 Join Date: Jul 2003	24-08-2008, 12:22 AM Thanks Jamie.