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Level 21

Client can't create ticket via email template

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I currently have WHD set to not allow clients to submit new tickets via email; only via the WebUI.  When clients try to submit new tickets via email they receive a response from WHD.  I would like to edit that response email to direct them to the WebUI but I can't find that email in the Email Templates section; am I missing something obvious?

Please let me know where I can modify that system response; thanks!

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Level 21

It would appear that this uses the Email Template that does exist and is editable via the WebUI, it's the "Disabled Account Reply" template.  The name is somewhat misleading as this also applies to the case when creation of tickets is disabled.

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9 Replies
Level 21

It would appear that this uses the Email Template that does exist and is editable via the WebUI, it's the "Disabled Account Reply" template.  The name is somewhat misleading as this also applies to the case when creation of tickets is disabled.

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Level 13

interesting! wasn't aware that also applied for this use.  thanks!

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Level 21

Yeah, neither did I; it's about as clear as mud.  LOL

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Level 13

a few things like that can be changed by modifying a lables.properties file - but i'm not sure if that is one of them.    do you happen to know any of the text that is thrown back to them in that email message?

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Level 21

The information I receive in the response message is as follows:

Subject: ERROR: Your support request could not be processed

Body: E-mail tickets are currently disabled for your account.

I certainly hope this can be changed as it's vital to moving to the new system were we will no longer be allowing tickets be created by email, in the response message we want to direct clients to the portal to create the ticket.

Thanks for your help on this!

Level 13

There is not a normal way (that i'm aware of) to change that message.

That being said, on my environment i went to a command prompt and changed to the WebHelpDesk directory and ran this command:

        findstr /S /I /C:"currently disabled for your account" *.*

That showed me the file that contained that particular text string.    Now, what will happen if you were to find that file and alter the message?  I can't say    since i have no idea if there would be limitations on the number of characters you could put there or any other limitations.   I'd assume it would work, but i wouldn't count on your change being preserved if you later update WHD to a different version.   Also, if you do it be sure to make a backup of that file and be aware that such a change (and breakages that might result) would not likely to be supported by post-sales support.

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Level 21

I also went ahead and put a Feature Request for this HERE.

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Level 21

Well, unfortunately the only thing that found was a few log files.  I will open a ticket with support to see if they can help and if not escalate the ticket up the chain.  There has to be someplace where that text exists and can hopefully be modified.  I am just really surprised that wasn't one of the templates in the WebUI.

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Level 21

Awesome, thanks kellytice​!  I will give it a try as soon as I can and let you know how it works out.  Seems ultimately that should just be an email template in the WebUI since it makes sense that this is something one may want to change like I do.  I will put in a feature request for that.

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