Back to Community Threads
3
Global Event Sending Canned-Reply Doesn't Replace Variable Tokens
Idea shared by Ben Santiardo - 10/9/2018 at 5:42 AM
Declined
I have a Global Event set to kick off an Auto-Close Notification to a ticket creator if the ticket is idle for 10 days. Inside the Canned-Reply being used, I am using the Variable Tokens #subject# and #ticketnumber#. These tokens are not being replaced when sent out.

Using: ST v14.0.6743.14154 

Bug?
____________________________________
Ben Santiardo, Senior Programmer Analyst
Eastern Suffolk BOCES

7 Replies

Reply to Thread
0
Eric McCarthy Replied
10/9/2018 at 7:13 AM
Employee Post
At this time SmarterTrack does not support variables in the canned replies. I changed this thread to an Idea to gauge community interest.
Eric McCarthy Software Developer SmarterTools Inc. www.smartertools.com
0
Wait, if it is not supported, then why are you showing the list of variables when selecting "Canned Reply". That's totally misleading.

P.S. I don't seem to be getting E-Mails to any comments added to this thread even though my settings are set to be informed.
____________________________________ Ben Santiardo, Senior Programmer Analyst Eastern Suffolk BOCES
0
I'm not replying about the issue reported, but just to say that we never were able to receive a notification when a reply occured on a subscribed thread on here.

I've already reported this in different threads and saw other people having the issue, but it was never fixed since a couple of months (years?)....
0
I used to without fail, yesterday was when I noticed it wasn't working. However, they must have fixed it because I just received notification of your post above Nicolas.
____________________________________ Ben Santiardo, Senior Programmer Analyst Eastern Suffolk BOCES
0
Andrew Barker Replied
10/10/2018 at 7:27 AM
Employee Post
Ben,

It looks like the variable list is being shown incorrectly for the Send Canned Reply event action type. I have added this to our internal tracking system to be corrected.
Andrew Barker Software Developer SmarterTools Inc. www.smartertools.com
0
The ability to add variables to canned replies would be great.
0
Andrew Barker Replied
3/20/2019 at 4:15 PM
Employee Post
After internal discussion, we have decided not to implement this feature. The canned replies and variables used in event actions are currently designed as isolated systems.

Instead, we suggest using the Send Reply to Ticket event action instead of the Send Canned Reply action. This will allow you to use variables.
Andrew Barker Software Developer SmarterTools Inc. www.smartertools.com
Back to Community Threads

Reply to Thread

Related Knowledge Base Articles

Create Ticket Based Events to Maintain a SLASmarterTrack > Events
Create Knowledge Base Article EventsSmarterTrack > Events
Create POP or SMTP Based EventsSmarterTrack > Events
Create Call Log Based EventsSmarterTrack > Events
Create Survey Based EventsSmarterTrack > Events