"COMMENTS" variable in email templates

cgubi

Good Morning,

This is my configuration

In the template "Ticket Assignment Alert" the variable "comments" used to work to insert the comments added to one assignment.

Since the update to 1.15 the custom variable is no longer working.

On the other side, the variable ASSIGNEE.NAME never gave any output.

Thanks in advance to the helpful @ntozier and @KevinTheJedi if they would be so kind to advise and provide feedback.

KevinTheJedi

@cgubi

Hmmm....I tested this using v1.15.1, PHP 7.4, and MySQL 8.0. I was able to send the alert, the %{assignee.name} variable was replaced with the Agent's correct full name, and the %{comments} variable was properly replaced by the Assignment Comment. Not really sure what's going on with your setup. Maybe look at the error logs for any related errors?

Cheers.

KevinTheJedi

@cgubi

This is how my template looks:

And this is how it looks in full HTML:

Cheers.

cgubi

Thanks KevinTheJedi for your feedback.

Same thing here for the HTML code:

On top of that, I am getting multiple email notifications for the same ticket.

Grateful if you could advise me about the logs that I should check.

KevinTheJedi

@cgubi

All of the logs. General server logs, Apache/IIS error logs, PHP error logs, MySQL/MariaDB error logs, osTicket system logs, and any other logs that might be pertinent.

Cheers.

cgubi

Good Morning KevinTheJedi

While checking the logs, I just got some messages where %{comments} is displayed. Maybe the variable works only in certain contexts?

This installation DB was progressively upgraded since our first installation of OsTicket in 2015, and the last upgrade was a huge leap from v1.10 to v1.15. Maybe we should check the database structure?

By the way, what does %{comments} do, exactly? Which DB column is showing, in which contexts and for which actions (on our system we use both web forms and email for submissions).

cgubi

APACHE LOGS: no errors, just a warning that I consider unrelated to the malfunctioning:

PHP Warning: session_regenerate_id(): Cannot regenerate session id - session is not active in /var/www/html/osticket/open.php on line 52

cgubi

@KevinTheJedi after further testing I can confirm that the %comments variable is replaces only when comments are non-empty. With empty comments you see the variable. As you tested this function with a different php version (7.4), could this be related to the fact that we are using php 7.2 ?

KevinTheJedi

@cgubi

My apologies. I thought you meant the variable wasn't being replaced when there is data. It's probably just an oversight in the code. We will add this to our bug sheet. Go ahead and open an issue on Github please (don't forget to fill out the entire issue template).

Cheers.

cgubi

Thanks KevinTheJedi I reported the bug here:

https://github.com/osTicket/osTicket/issues/5810