%{recipient.ticket_link} in Canned responses doesnt work for auto replies

DarkTexas

Hi there,

I've noticed that when sending a canned response from the knowedlge base as auto reply to a user based on a topic "%{recipient.ticket_link}" is not replaced with the acutal link. It's still "%{recipient.ticket_link}" on the Mail but when sending it manually as canned response it does get replaced with the actual link.

Configuration error on my end or a bug?

Chris

DarkTexas

I have also noticed that the manual added direct links (with the token) to the ticket result in seing the "login page" instead of displaying the ticket. https://xxx.com/view.php?auth=o1xraaaaaboaqaaawQb%2BBFqiC61oQg%3D%3D

KevinTheJedi

DarkTexas

It's still "%{recipient.ticket_link}" on the Mail but when sending it manually as canned response it does get replaced with the actual link.

So you have a Ticket Filter that's sending the Auto-Reply? If so, the Ticket may not yet be available to generate a link as we run Filters before the Ticket is even created.

I have also noticed that the manual added direct links (with the token) to the ticket result in seing the "login page" instead of displaying the ticket.

Then your Users are likely having session issues or the links are expired. The links expire after 30 Minutes I believe.

Cheers.

KevinTheJedi

DarkTexas

Okay, it actually looks like we set the cannedResponseId and that gets applied after creation. The only issue is this variable is not properly available in this particular scope. We can add this as an Enhancement for future consideration.

Cheers.