Never noticed that.But there's a race with %{ticket.assigned} in canned responses when used in first direct reply when creating a new ticket.The race is that the system first generates the mail, *then* updates the ticket.assigned field :(

In mine (both 1.9.1 and 1.9.2) they seem to work in the "New ticket auto-response" template, but NOT in the "New ticket auto-reply" template.  I've noticed that they're easily broken using the WYSIWYG editor, because it often inserts hidden code inside the variables. So I always verify that the variables are intact by looking at the source code, using the <> button.  Even after doing that, they're still broken in the "New ticket auto-reply" template.I'll keep troubleshooting, and report here if I find a fix.Jack

In mine (both 1.9.1 and 1.9.2) they seem to work in the "New ticket auto-response" template, but NOT in the "New ticket auto-reply" template.  I've noticed that they're easily broken using the WYSIWYG editor, because it often inserts hidden code inside the variables. So I always verify that the variables are intact by looking at the source code, using the <> button.  Even after doing that, they're still broken in the "New ticket auto-reply" template.

I'll keep troubleshooting, and report here if I find a fix.

Jack

My comments above apply to "other variables". It seems the "base variables are working. Perhaps the "other variables" can't be used in this context.Jack

The help text that pops up when I hover over "Supported Variables" tells me to "Please note that non-base variables depend on the context of use. Visit osTicket Wiki for up-to-date documentation."  So I go to the wiki, and it's basically a repeat of what I've already read. It does not attempt to explain the differences between "Base variables" and "Other" variables, and even adds another category of variables--"Expandable variables". If they work, aren't the all "expandable"?Jack 

some problem here, a lot of variables doesnt wokrs on canned responses

I have upgraded to 1.9.3 and have a similar issue. In a "New Ticket Alert" to staff and user, the %{message} variable has the correct content. But, when the ticket is transferred to another department and a "Ticket Transfer Alert" is sent, the content for the %{message} variable is lost and the email just shows %{message}. -Paul

Just look here ;)

http://osticket.com/forum/discussion/comment/85023/

Cheers,

Michael

Looks like that worked, but I can't find that in the "Supported variables" help text.Jack