new_reply_by_staff.txt, wont work

[lupolo]

Wenn I reply to a ticket the customer will get a blank email, with only in the subject "New reply to your support ticket" This is also not dutch, where can i look for this failure? So that the customer will get the content of "new_reply_by_staff.txt" ?

Thank you!

[lupolo]

Wenn I reply to a ticket the customer will get a blank email, with only in the subject "New reply to your support ticket" This is also not dutch, where can i look for this failure? So that the customer will get the content of "new_reply_by_staff.txt" ?

Thank you!

I have chached, that the customer also get a reply wenn a ticked is closed.

But cannot trace the failure!

[Klemen]

This is because you are probably replying to the ticket in English mode and the English language is missing the required file:
http://www.ace-europe.nl/helpdesk/en/em ... _staff.txt

Try this:
- make sure Dutch is default language
- delete the "en" folder from the "languages"
- clear your cookies
- close all browser windows
- open your help desk
- go to settings
- click "Test language folder" (or translated link)
- Save settings

Then try replying again.

[lupolo]

This is because you are probably replying to the ticket in English mode and the English language is missing the required file:
http://www.ace-europe.nl/helpdesk/en/em ... _staff.txt

Try this:
- make sure Dutch is default language
- delete the "en" folder from the "languages"
- clear your cookies
- close all browser windows
- open your help desk
- go to settings
- click "Test language folder" (or translated link)
- Save settings

Then try replying again.

Hello Klemen ..

it's

http://www.ace-europe.nl/helpdesk/langu ... _staff.txt

But i have fixed a reply wenn i closed a ticket, maybe there is failure inthere, but cannot find it, bacasue its emailing but weith no content

[Klemen]

I just posted a test ticket, can you reply to it so I see what kind of a message I get?

[lupolo]

I just did that

[Klemen]

Not sure what's wrong, I also noticed some other problem (ticket subject is not shown in the "Your ticket received" e-mail.

Try downloading Hesk 2.1 again and upload ALL files to the server except:
- hesk_settings.inc.php
- header.txt
- footer.txt
- /install/ folder

Does that help?

Did you make any changes to the code?

You seem to have a lot of strange problems with your HESK, could you also post your phpinfo.php file (get it here: viewtopic.php?t=138 )?

[lupolo]

Not sure what's wrong, I also noticed some other problem (ticket subject is not shown in the "Your ticket received" e-mail.

Try downloading Hesk 2.1 again and upload ALL files to the server except:
- hesk_settings.inc.php
- header.txt
- footer.txt
- /install/ folder

Does that help?

Did you make any changes to the code?
Yes, I already said that in my post, i have changed that customers also be noticed about closing a ticket. I have maild our script zipped to your email (link) ...

You seem to have a lot of strange problems with your HESK, could you also post your phpinfo.php file (get it here: viewtopic.php?t=138 )?

[Klemen]

Got your e-mail - you have a modified admin_reply_ticket.php file. Use the original one and it will work OK.

[lupolo]

Got your e-mail - you have a modified admin_reply_ticket.php file. Use the original one and it will work OK.

But then it will not send a close reply I think!

[lupolo]

Got your e-mail - you have a modified admin_reply_ticket.php file. Use the original one and it will work OK.

But then it will not send a close reply I think!

Interne programmeer-fout: No orig_subject

[lupolo]

Here the adjustment for add a reply wenn en ticket is closed:

viewtopic.php?t=1926&highlight=

How can i fix this now and let ik work?

[lupolo]

Have edit the code:

----->

/* Update the original ticket */
if (!empty($_POST['close']))
{
$sql = "UPDATE `".hesk_dbEscape($hesk_settings['db_pfix'])."tickets` SET `status`='3',`lastreplier`='1',`lastchange`=NOW() $priority_sql WHERE `id`=".hesk_dbEscape($replyto)." LIMIT 1";
$efile = 'admin_reply_close_ticket.txt';
$esubject = $hesklang['ticket_closed_staff'];
}
else
{
$sql = "UPDATE `".hesk_dbEscape($hesk_settings['db_pfix'])."tickets` SET `status`='2',`lastreplier`='1',`lastchange`=NOW() $priority_sql WHERE `id`=".hesk_dbEscape($replyto)." LIMIT 1";
$efile = 'new_reply_by_staff.txt';
$esubject = $hesklang['new_reply_staff'];
}
hesk_dbQuery($sql);

/* Update number of replies in the users table */
$sql = "UPDATE `".hesk_dbEscape($hesk_settings['db_pfix'])."users` SET `replies`=`replies`+1 WHERE `id`=".hesk_dbEscape($_SESSION['id'])." LIMIT 1";
hesk_dbQuery($sql);


/*** Send "New reply added" e-mail ***/
/* Get e-mail message */
$msg=file_get_contents(HESK_PATH.('language/nl/emails/'.$efile)) ;
$msg = str_replace('%%NAME%%',stripslashes($orig_name),$msg);
$msg = str_replace('%%SUBJECT%%',stripslashes($orig_subject),$msg);
$msg = str_replace('%%TRACK_ID%%',$trackingID,$msg);
$msg = str_replace('%%TRACK_URL%%',$trackingURL,$msg);
$msg = str_replace('%%SITE_TITLE%%',$hesk_settings['site_title'],$msg);
$msg = str_replace('%%SITE_URL%%',$hesk_settings['site_url'],$msg);
$msg = str_replace('%%MESSAGE%%',$message,$msg);

/* Send the e-mail */
$headers="From: $hesk_settings[noreply_mail]\n";
$headers.="Reply-to: $hesk_settings[noreply_mail]\n";
$headers.="Return-Path: $hesk_settings[webmaster_mail]\n";
@mail($orig_email,$esubject,$msg,$headers);

<-----

The only problem is the following:
$msg=file_get_contents(HESK_PATH.('language/nl/emails/'.$efile)) ;

How can i autoselect the language into the code?

[Klemen]

I don't have a solution at the moment, but will include it in the next HESK version.