Removing the Latest News Links From the Auto-Response Email

Overview

Auto-response emails may contain links to the latest news articles of your helpdesk. If you wish to remove these links, you need to modify the template. This article provides the steps to modify the template to remove the news article links from auto-response emails.

Prerequisite

• Admin access with permission to update templates and template groups.

Solution

1. Log in to the admin control panel.
2. From the Home tab, navigate to Templates > Templates.
3. Select the template group you wish to modify from the drop-down.
4. Select Tickets and locate the templates 'email_ticketautorespondertext' and 'email_ticketautoresponderhtml'.

5. Remove the following line of codes from their respective templates:

   From email_ticketautorespondertext:
   

   <{if isset($_newsContainer) && count($_newsContainer) > 0}>
   <{$_language[arnewsheader]}>:
   <{$_index=1}>
   <{foreach key=newsitemid item=_newsItem from=$_newsContainer}>
   <{$_index++}>. <{$_basePath}><{$_templateGroupPrefix}>/News/NewsItem/View/<{$_newsItem[newsitemid]}>/<{$_newsItem[urlextension]}>
   <{/foreach}><{/if}>

   
   From email_ticketautoresponderhtml:
   

   <{if isset($_newsContainer) && count($_newsContainer) > 0}>
   <hr style="margin-bottom: 6px; height: 1px; BORDER: none; color: #cfcfcf; background-color: #cfcfcf;" />
   <{$_language[arnewsheader]}>:
   <br><br><{$_index=1}>
   <{foreach key=newsitemid item=_newsItem from=$_newsContainer}>
   <b><{$_index++}>.&nbsp;<a class="newstitlelink" href="<{$_basePath}><{$_templateGroupPrefix}>/News/NewsItem/View/<{$_newsItem[newsitemid]}>/<{$_newsItem[urlextension]}>" title="<{$_newsItem[subject]}>"><{$_newsItem[subject]}></a>
   </b><br/>
   <{/foreach}><{/if}>
   <HR style="margin-bottom: 6px; height: 1px; BORDER: none; color: #cfcfcf; background-color: #cfcfcf;" />

6. Click Save to save the changes.

NOTE: Removing above mentioned line of codes from the template will remove the latest news links from all auto-response emails processed post modifications.