Variables Not working

flummoxed

Previously, when I used OST I could type '%{' and a list of variables would show up to choose from such as %{ticket.name.first} etc but these no longer work.

Also I have been trying to find a direct link to send a link to customers for their tickets and I found %{ticket.client_link} seems to be one but that doesn't work either.

Im wondering if something is broken in my installation?

KevinTheJedi

flummoxed

Sounds like it. Variables should be working just fine. You will need to check your logs for any related errors.

Cheers.

flummoxed

KevinTheJedi thanks for replying Kevin. Sorry to be thick but where are these logs? I've looked in the admin panel and the only errors in dashboard seem to be to do with mailing.

KevinTheJedi

flummoxed general server logs, webserver error logs, PHP error logs, MySQL/MariaDB error logs, osTicket System Logs, Browser Console logs, etc.

flummoxed

I've looked on the server logs and there's no errors relating to OST.

When I start typing a shortcode/variable, nothing happens.

I've looked on SQL but I don't know what I'm looking for, this isn't my expertise. all I see is the attached. I don't know what to look for from there.

If I turn on Error console and switch pages on OST, nothing shows in the log on Safari.

Also, previously on the last version, if I went to the Insert canned response, I just started typing and it would match the options yet now I have to click into the box at the top before I can start to type.

KevinTheJedi

flummoxed

It should be making AJAX requests when you start typing variables. Look at the browser's network tab and see if the requests are failing or what. Sometimes (especially on shared hosts) they have security rules that block some URLs/paths. You may need to review your hosts security logs to see if those AJAX requests are being blocked.

Cheers.

flummoxed

Thanks Kevin,

When I turn on that Network tab, for example when I click the save icon, '7' appears in the URL column. If I type '%{', nothing happens at all.

Thanks

Ross

KevinTheJedi

flummoxed

When you initially type %{ it should make a request to /scp/ajax.php/content/context?root=ticket.reply that should return all possible variables.

Cheers.

flummoxed

Hi Kevin, thats what I'm saying... it doesn't. It does nothing.

KevinTheJedi

flummoxed

Then I am unsure. Are you sure all the JavaScript and everything is loading properly? Have you tried a totally different device?

Cheers.

flummoxed

KevinTheJedi Good thought Kevin, I just tried it on my iPad but I've tried it on my Mac and my MacBook and the same thing... nothing happens.

KevinTheJedi

flummoxed

Then something is terribly wrong with your install and/or setup. If you use a hosting provider I would contact them.

Cheers.