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Completed Variables in staff replies, system messages, macros, canned responses

Discussion in 'Kayako product feedback and suggestions' started by MobileNow, Oct 4, 2010.

  1. AnthonyAnderson

    AnthonyAnderson New Member

  2. Shiva

    Shiva New Member

    +1 That would be awesome.
  3. Alex Saavedra

    Alex Saavedra Member

    Hi there,

    I really needed to retrieve Custom Field values upon replying to a ticket. If the ticket exists already, and involved Custom Field is filled, it is possible to retrieve its value. However, if the ticket is being created by Staff member through the "Reply" interface, then Kayako needs a hack on __apps/tickets/staff/class.Controller_Ticket.php for having the Custom Field being created before the Reply is processed.

    Above mentioned hack for Kayako Fusion 4.70.2 is attached, both as a .diff file and as a modified file. Basically, the lines corresponding to inserting the custom field values were moved before the Reply is processed.


    Alex S.

    Attached Files:

  4. Jamie Edwards

    Jamie Edwards Staff Member

  5. Jamie Edwards

    Jamie Edwards Staff Member

    Kayako 4.75 also sees the introduction of some case placeholders, such as first name surname, organization name and custom fields.
  6. NC Software

    NC Software Member

    Are they available from a drop down in the TinyMCE editor? No way we're going to remember those, they need to be in a pick list.
  7. alvaro.madrid

    alvaro.madrid Established Member

    Hi Jamie, finally placeholders are here. I have a question that is not answered in your messages or new post about the new Kayako: what happends when a field is not stored. For example take a look this post https://blog.mailchimp.com/fname-merge-tag-trick/ it's explained well what to do if I don't have the name of the user, I can use if conditions... is it possible with kayako?

    Luckily, you can use MailChimp’s conditional merge tags to dynamically replace missing FNAMEs with a generic greeting, like "Hello". Just use this:

    *|IF:FNAME|*Hi *|TITLE:FNAME|*,*|ELSE:|*Hello,*|END:IF|*

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