Support

Hello,

that could happen if the HTML code doesn't have those variables correctly formatted. Is it possible to connect to your site to run some tests?

I have made this ticket private so that only you and me can see the information posted here.

Please provide me with the following information:

1. The URL to your site's administrator login page
2. Super User username and password
3. FTP connection information

Please allow up to one business day (GMT+2 timezone) for me to log in to your site and debug this issue. When I'm done I will post back. Once the issue is fixed, you can revoke my access e.g. by changing the Super Administrator and FTP passwords.

IMPORTANT INFORMATION
In order for me to help you fast and accurately, please provide the information by copying the form below, paste it into your reply and fill in the information:

----- Access Information Form -- START -----
Super Administrator access

• URL to site's administrator page (e.g. http://www.example.com/administrator?foobar):
• Super User username:
• Super User password:

FTP connection information

• FTP methods supported (e.g. FTP, FTPS, SFTP):
• FTP Hostname:
• FTP Username:
• FTP Password:
• FTP Port (if other than 21 for FTP and 22 for SFTP, ask your host):

----- Access Information Form -- END -----

Please make sure that you have tested the Super Administrator connection using a different browser or machine than the one you are using daily. Double check that logging in is possible and that the user has Super User privileges, i.e. it's not a regular Administrator. Make sure that your site does not block whole countries or IP ranges which would make it impossible for me to log in / connect by FTP. Finally, please do make sure that the FTP connection works and that logging in to it I have access to your site's files.

Kindly note that your site connection information and your site content is handled in strict confidence. Not only we are a reputable development company, we are also bound by law (EU GDPR) to do so. After you file your reply, the connection information to your site will be stored in an encrypted, hidden storage area on our site and will be automatically deleted when this ticket is closed. Finally keep in mind that the people providing support to you are the same developers who wrote the software you're using on your site.

Hello,

after reviewing the code, the problem comes from the variables that are used. In this case you do not have POSTER_* variables, but ASSIGNER_* ones, so you have to use ASSIGNER_USERNAME and ASSIGNER_NAME

Hello,

we did check the code, and we will try to implement those variables as well.

The emails sent in response to a post being made can, of course, include POSTER_NAME and other POSTER_* variables which refer to the post's owner, i.e. the person who submitted that particular post. Assigned mails get sent in response to a ticket.

The "poster" of a ticket should not be the owner of the ticket's first post as there may not be one, or it may belong to a system account or support staff member (e.g. submitting a ticket on behalf of a user, deleting the first post, changing the first post's ownership etc). So, while the first instinct is to just slap $poster = Permissions::getUser($this->getFirstPost($ticket)); and go on our merry way, that would be wrong.

You can find the updated dev release at https://www.akeeba.com/download/ats-dev/5-3-5-dev202401241330-rev23b83f96.html