New Ticket Auto-Response Template link not working

Masmith2222

Currently my non-agent users who receive the New Ticket Auto-Response from OS Ticket are unable to check their tickets using the link in the email they receive. From what I can tell from testing is that the Auth Token used for auto-login is not working. I have tried copying and pasting from a template link that works but that still does not work. When you click on the link and get the black box with white characters the working links show
%{recipient.ticket_link} whereas the one that is not working shows https://phys.ticket.uh.e.... I'm not sure how to change that. I am assuming that that is the problem but am not certain. Please let me know if I should provide anything else.

Thanks,
Mike

RBGE

Are the tags on this post correct in that you're running osTicket 1.9? If so, you'll need to upgrade to either 1.10.6 or 1.12 as these are the only supported versions. Generally the info that can help in sorting your problem is everything that appears under the 'Server Information' section of Admin -> Dashboard -> Information

ntozier

Please help us to help you by reading and following the posting guidelines located in this thread: Please read before requesting assistance. The more information you give us the better we will be able to assist you. Thank you.

Environment details?
Version of osTicket?
Have you clicked on the code button in the templates to see how it appears in the working template as opposed to the non-working template?