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

[resolved] Special Variables or Links doesn't replaced on Email

Hi,

I'm testing our Ticket Support System.. 

And the AutoReply Email ticket, include special variables, as #ticket, and Link to see online the ticket

for example


But , in the Email OsTicket put this URL


As you can see, the system is not replacing the Variable for the value

What's wrong ?

Regards

Comments

  • Please help us to help you by reading and following the posting guidelines located in this thread: Please read before requesting assistance.  The more information you give us the better we will be able to assist you. Thank you.
  • Hi,

    My OsTicket version is 1.9.7

    My php Version is 5.5

    My Server Version is Windows Server 2012

    thanks !!
  • The automation works fine, I mean, I send an Email to support@zetoox.com and Osticket convert this email to a ticket and send the AutoReplies.

    The problem is.. this autoreply message, doesn't replace the Special Variables into values... 

    Then I receive this message

    Estimado Pablo,

    Su contacto a nuestro sistema de Soporte fue registrado correctamente bajo el Ticket #151633

    Puede ver y seguir el progreso de este ticket haciendo click en el siguiente link 
    Ver Ticket Online.


    Uno de nuestros agentes responderá a la mayor brevedad posible.

    Le recomendamos leer nuestras FAQ's para conocer mas detalles de nuestro servicio y beneficios
    Ir a FAQ's

    Dear Pablo,

    A request for support has been created and assigned #151633. A representative will follow-up with you as soon as possible. You can view this ticket's progress online.

    Your ZetooX Team,
    Support Department

    Departamento de Soporte
    ZETOOX

  • Try Admin panel -> Settings -> Tickets -> Enable HTML Ticket Thread
    and let me know if that works.
  • I have ENABLED yet, maybe is other settings

  • Do you have more than one email template set? [ie are you editing the right one]

    From your example it actually is converting variables, just not the last one.
    You can try clicking the <> button and viewing the pure HTML and editing it that way.
    Which of the responses are you having the problem with?  Maybe you are using the a variable for clients on an agent response?
  • I have 2 Email templates set

    This is the HTML that doesn't work

    <h3><strong style="background-color:initial">Estimado %{recipient.name.first},</strong></h3>
    Su contacto a nuestro sistema de Soporte fue registrado correctamente bajo el Ticket <a href="http://www.zetoox.com/support/scp/%{recipient.ticket_link}">#%{ticket.number}</a><br>
    <br>
    Puede ver y seguir el progreso de este ticket haciendo click en el siguiente link&nbsp;<br>
    <br>
    <br>
    Uno de nuestros agentes responderá a la mayor brevedad posible.<br>
    <br>
    Le recomendamos leer nuestras <strong>FAQ's</strong> para conocer mas detalles de nuestro servicio y beneficios<br>
    <a href="http://www.zetoox.com/faqs.html">Ir a FAQ's</a><br>
    <br>
    <h3><strong>Dear %{recipient.name.first},</strong></h3>
    A request for support has been created and assigned #%{ticket.number}. A representative will follow-up with you as soon as possible. You can <a href="http://www.zetoox.com/support/scp/%{recipient.ticket_link}">view this ticket's progress online</a>. <br>
    <br>
    Your %{company.name} Team, <br>
    %{signature}<br>
    <br>
    Departamento de Soporte<br>
    <strong>ZETOOX</strong> <br>
    <a href="http://www.zetoox.com/">www.zetoox.com</a><br>
    <img src="http://www.zetoox.com/support/scp/logo.php" width="190" height="79" alt="image"><br>
    <hr>
    <div style="color:rgb(127, 127, 127);font-size:small">
    <em>If you wish to provide additional comments or information regarding the issue, please reply to this email or <a href="%{recipient.ticket_link}"><span style="color:rgb(84, 141, 212)">login to your account</span></a> for a complete archive of your support requests.</em>
    </div>
  • I quit 1 template, and only leave 1 , but the problem still occurs.
  • This does not appear to be correct.

    a href="http://www.zetoox.com/support/scp/%{recipient.ticket_link}" target="_blank" rel="nofollow">http://www.zetoox.com/support/scp/%{recipient.ticket_link}">view this ticket's progress online</a>.

    It should read:

    <a href="%{recipient.ticket_link}">view this ticket's progress online</a>.

    /scp is the agent/staff side.

  • YES !!!!! this is the problem..

    The most strange is... I didn't modify this links

    Well.. not problem... NOW WORKS !!

    Thanks a lot.. you're very kind.
  • Very welcome. :)

    I'm going to mark this thread resolved and close it.  Please feel free to start another thread if you have another question.
This discussion has been closed.