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Custom Message Template Not Used

Posted: March 14, 2019 at 2:49 am


KLLASC

March 14, 2019 at 2:49 am

Hi,
We have been receiving email notifications that are based on Global template instead of our custom Ticket Notice template which is selected at the bottom of our Event.

Grateful if you would advise how we can troubleshoot and fix this.

Thank you.


Tony

  • Support Staff

March 14, 2019 at 3:48 am

Hi there,

Do you have the Multi Event Registration Add-on enabled?


KLLASC

March 14, 2019 at 4:24 am

No, we have only “Event Espresso – Ticketing” and “Event Espresso – WP Users” activated and “Event Espresso – Wait Lists” installed but deactivated.


Tony

  • Support Staff

March 14, 2019 at 4:41 am

Ok, the ticket notice has multiple ‘contexts’.

It has the Primary Registrant context (disabled by default) and the Registrant context. (See HERE for more details on message contexts)

So, edit your ticket notice and when you have your custom content, in the header at the top of the page does it show:

Event Espresso – Editing Email Ticket Notice Template (Primary Registrant Recipient)

Or:

Event Espresso – Editing Email Ticket Notice Template (Registrant Recipient)

  • This reply was modified 4 months ago by  Tony.
  • This reply was modified 4 months ago by  Tony.


KLLASC

March 14, 2019 at 5:48 am

Our custom changes were implemented for the Primary Registrant, that explains why we do see. However, we see the following on the top “The template for Primary Registrant Recipient is currently active.”

Is there any reference as to why the Primary is disabled by default? Is it advisable to enable it and if so, how do go about doing?

Thanks.


Tony

  • Support Staff

March 14, 2019 at 6:05 am

There’s a bit of a crossover for 2 features within the messages system which means the Toggle switch (the one that shows “The template for Primary Registrant Recipient is currently active.”) can show the message context is active, but it is not actually active.

Is the primary registrant ‘To’ field empty? If so… it’s inactive.

(Setting the ‘To’ field to te blank was the only way to disable a context, we then added a toggle, but we can’t just start adding values to those fields automatically as it would cause issues for users that DO want it disabled and did it that way before the toggle, make sense?)

Is there any reference as to why the Primary is disabled by default?

Its disabled by default because most users do not want an ADDITIONAL email sent only to the Primary Registrant as well as their usually ‘Registrant’ email.

Do you want that?

Is it advisable to enable it and if so, how do go about doing?

A primary registrant is still also a registrant, so with it set as is, the primary registrant receives and email. Most users only enable the Primary registrant context if they are disabling the registrant context, or want a separate additional email for the primary.

It’s more likely that you want to apply your customizations to the registrant context, rather than enabling the Primary Registrant context.

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Status: closed

Updated by  Tony 4 months ago ago

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