Support

September 20, 2018 at 6:34 am

Hi,

May I ask did you go in to edit the event and, in its Message template settings, set the Custom ticket notice there?

September 20, 2018 at 6:59 am

There’s actually only one way to assign a custom ticket notice to an event. It sounds like you’ve created the custom template, but it hasn’t been assigned to an event yet.

If you go in to edit the event, then scroll down to the Notifications box, then find the Ticket Notice row, what does it say in the Template In Use column?

September 20, 2018 at 8:17 am

The Ticket Notice template has two contexts:
1) Primary Registrant
2) Registrant

Can you check to see if the activated context, which is usually the Registrant content, is the context that has your customizations?

September 20, 2018 at 9:10 am

It doesn’t work that way. The important thing to check is that you’ve made the edits to the correct context.

For example, if the Ticket Notice’s Primary Registrant context was the one that was edited, then your edits will not be used when the email is sent out because the Registrant context hasn’t been edited.

Your screenshots do not show which context was actually edited.

September 20, 2018 at 12:01 pm

May I ask which of the two were edited though? Since it’s not clear exactly what’s been edited and the screenshots are not adding clarity, it might help if you can send temporary access via this secure form:

https://eventespresso.com/send-login-details/

Please include the name of the event has the custom Ticket Notice assigned to it.

September 21, 2018 at 5:33 am

Hi there,

The problem is you are editing the incorrect context.

Looking at your ticket notice, you are editing the ‘Primary Registrant’ context, which is not enabled by default (nor on your site) and will only send to the primary registrant.

Each message can have multiple ‘contexts’, in which its used, for example the ‘Registration Approved’ message you send to a registrant will likely be different from the the message you want to send to the event admin, its still the same message type, but a different context.

Take a look here: https://eventespresso.com/wiki/messages-system-working-with-message-contexts/

Right now you have customized the ‘Primary Registrant’ context, but the one that is sent is the ‘Registrant’ context, you need to customize that context rather than the Primary.

September 21, 2018 at 7:00 am

Can you explain what you mean by “we have tested as the main registrant and the registrant”? The reason I ask is because it does not work that way.

You do not need to edit any PHP files, and that would not be the solution anyway. The way forward will be to customize the Registrant context of your custom template. It’s a simple copy/paste from the Primary context to the Registrant context.