EMail tempalte variable produced unexpected results

cjohnsonuk

Our system has been in place since v1.15 IIRC, more than 7 years. I've never really had reason to change the email templates. I noticed today that in some emails received by users after a ticket was logged it replaced the company name with the number "124" in the footer area of the email

as in
Your 124 Team
when it should have been
Your <my company name here> team

In the template it appears as %{company.name} but this variable doesn't appear in the current help or the documentation. I'm wondering
1) why it put 124 instead of the company name
2) is company.name supported still or is it a hangover from the original install
3) should I hard code the company name in all the templates (not an issue, I can do it in a query direct in the DB)

KevinTheJedi

cjohnsonuk

Your Company Name must be set as 124 in your system. You can update this under Admin Panel > Settings > Company.

Cheers.

cjohnsonuk

KevinTheJedi That's where I looked first too. Its not set to 124. It is set correctly.
Also, and I didn't emphasise this enough in the original post, it only happens in some emails. Most emails have the correct company name. I've not yet noticed a pattern to see if its always the same emails that show 124 or if its random

KevinTheJedi

cjohnsonuk

Do you have another osTicket install that's potentially running and sending alerts? Check the URL in the alert to ensure it's pointing to your main site to confirm.
Do you have a separate Email Template Set? Check all email template sets to ensure none of them have 124 hardcoded or anything.
Do you happen to have a custom field Variable (on any form) set to company or something?

Cheers.

cjohnsonuk

1) No other instance running at the moment.
2) I ran this to make sure there was not a template that had 124 hard coded :
SELECT *
FROM ost_email_template
where body like '%124%'
LIMIT 50

it came back empty

I ran this to check the custom field names

SELECT *
FROM ost_form_field
where label like 'company%' or name like 'company%'
ORDER BY label
LIMIT 50

and it came back with two,

type label name configuration
choices Company Handbook company_handbook {"choices":"not_completed:not completed\r\ncompleted:completed\r\nna:not applicable","default":"","prompt":"","multiselect":false}
text Company Name name {"size":40,"length":64}

so neither having a variable name that matches that in the template of company.name

I ran this to see what entries there were for the second field
SELECT *
FROM ost_form_entry_values
where field_id = 23
LIMIT 50

and got just one returned value, of my real company name, not 124.

@KevinTheJedi thanks for those pointers. I'll keep an eye on the future emails it sends and be sure to check back to this post if it happens again.

I'm going to leave it for now as its not happened again since.