We recently installed version v1.8.1-rc1 on Windows IIS 7.5

When a user submits a ticket, the %{message} field is sent back to the user, the Administrator and to the Staff who is assigned the ticket. The email template for all of these use the same fields. However, the assigned staff receiving the Ticket Assignment Alert does not see the %{message} field the user entered. They only see the plain text '%{message}'.

The user and admin receive the full ticket correctly.

I have tested this using multiple email accounts but the Ticket Assignment Alert is not working on any of them.

Is there something I am missing here?

Thanks!

 

From the unofficial osTicket FAQ:Q: Help %{message} isn't working!

A: %{message} was removed as a valid template code a while ago, Did you mean to use %{response} or perhaps %{ticket.thread.original}?

Go to Admin panel -> Emails -> Templates and in your email

template add one of them. Keep in mind that if you use %{ticket.thread.original} that this will result in the original message every time that template is triggered.

Please report issues at github at https://github.com/osTicket/osTicket-1.8Also please realize that 1.8.1rc1 is a Release Candidate (aka Beta) and not for use in a production environment.

Thank you, ntozier. %{ticket.thread.original} did the trick for me.

%{response} did not.

Glad that you got that all sorted out.  I'm going to close this thread, but feel free to post again if you have another question.

@[deleted] - %{comments} is what you need.

Write a Reply...