Global Event Sending Canned-Reply Doesn't Replace Variable Tokens
Idea shared by Ben Santiardo - October 9 at 5:42 AM
Proposed
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?
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Ben Santiardo, Programmer Analyst
Eastern Suffolk BOCES

6 Replies

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Eric McCarthy Replied
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.
(877) 357-6278
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.
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Ben Santiardo, Programmer Analyst
Eastern Suffolk BOCES
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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?)....


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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.
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Ben Santiardo, Programmer Analyst
Eastern Suffolk BOCES
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Andrew Barker Replied
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.
(877) 357-6278
www.smartertools.com

0
The ability to add variables to canned replies would be great.

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