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osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now

e-mail templates - broken variables

Hi,
are someone have a problem with variables in e-mail templates [v.1.9.1]?

E.g. in my templates %{message} didn't show :-/ Is quite problematic

I also had a problem with %{signature} - when I use NONE [no signature] in e-mail shows up pure text "%{signature}"

Comments

  • Never noticed that.
    But there's a race with %{ticket.assigned} in canned responses when used in first direct reply when creating a new ticket.
    The race is that the system first generates the mail, *then* updates the ticket.assigned field :(
  • In mine (both 1.9.1 and 1.9.2) they seem to work in the "New ticket auto-response" template, but NOT in the "New ticket auto-reply" template.  I've noticed that they're easily broken using the WYSIWYG editor, because it often inserts hidden code inside the variables. So I always verify that the variables are intact by looking at the source code, using the <> button.  Even after doing that, they're still broken in the "New ticket auto-reply" template.

    I'll keep troubleshooting, and report here if I find a fix.

    Jack
  • In mine (both 1.9.1 and 1.9.2) they seem to work in the "New ticket auto-response" template, but NOT in the "New ticket auto-reply" template.  I've noticed that they're easily broken using the WYSIWYG editor, because it often inserts hidden code inside the variables. So I always verify that the variables are intact by looking at the source code, using the <> button.  Even after doing that, they're still broken in the "New ticket auto-reply" template. I'll keep troubleshooting, and report here if I find a fix. Jack
    My comments above apply to "other variables". It seems the "base variables are working. Perhaps the "other variables" can't be used in this context.

    Jack
  • The help text that pops up when I hover over "Supported Variables" tells me to "Please note that non-base variables depend on the context of use. Visit osTicket Wiki for up-to-date documentation."  So I go to the wiki, and it's basically a repeat of what I've already read. It does not attempt to explain the differences between "Base variables" and "Other" variables, and even adds another category of variables--"Expandable variables". If they work, aren't the all "expandable"?

    Jack 

  • some problem here, a lot of variables doesnt wokrs on canned responses
  • I have upgraded to 1.9.3 and have a similar issue. In a "New Ticket Alert" to staff and user, the %{message} variable has the correct content. But, when the ticket is transferred to another department and a "Ticket Transfer Alert" is sent, the content for the %{message} variable is lost and the email just shows %{message}. 

    -Paul
  • Looks like that worked, but I can't find that in the "Supported variables" help text.

    Jack
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