%{message} variable after upgrade

xyc0de

After an upgrade I see content missing from the support ticket message body and replaced with a variable. I have searched the forums and cant find anything solid to help me resolve the issue. How can I debug this further?

Support Managers,

New ticket #1809 created.

Name:
Email:
Dept: Support

%{message}

To view/respond to the ticket, please login to the support ticket system.

KevinTheJedi

xyc0de

If that’s the New Ticket Alert for Agents then that’s the correct variable. If so then it sounds like either the Tickets sending alerts with just the variable don’t have an initial message -or- the Issue Details Field on the Ticket Details Form doesn’t have the correct Variable of message. If all that checks out then it sounds like something is wrong with your install and you may need to restore from backup and retry the upgrade.

Cheers.

xyc0de

Thanks for the response. I've included screenshots of the current running version and Ticket details. Do you recommend to retry the upgrade?

KevinTheJedi

xyc0de

You can also check your Help Topic the Tickets with no message are being created under to see if the Issue Details field was disabled for that Help Topic. If it's disabled then that's an issue.

If not then please post a screenshot of an example Ticket that has no message.

If all else fails, retry the upgrade.

Cheers.

xyc0de

Please see attached screenshots. Thanks for the help.

KevinTheJedi

xyc0de

That's not what I meant.

By "If not then please post a screenshot of an example Ticket that has no message." I meant go to an example Ticket that sent an alert with no message (Agent Panel > Tickets > find Ticket > click on Ticket) and take a screenshot of the full Ticket.

By "You can also check your Help Topic the Tickets with no message are being created under to see if the Issue Details field was disabled for that Help Topic." I meant go to Admin Panel > Manage > Help Topics, click on the Help Topic the Tickets with no Message are being created under, click the Forms tab within the Help Topic, and see if the Issue Details field is disabled.

Cheers.