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    Autoresponder loses ability to Hide Empty Fields if any text is added inside the template

    Asked by cordovacouncil on January 27, 2017 at 08:01 PM

    Seems like the table that includes results are updated automatically in the notifier. Also hidden fields based on the submission are automatically hidden in the notifier but not the autoresponder. Just need clarification on how the table automatically included upon creation handles these. Also when I add (or delete) fields, that table is updated in the notifier but no change in the autoresponder emails. 

    Page URL:
    https://www.jotformpro.com/form/60365672549969

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    Answered by Boris on January 28, 2017 at 05:24 AM

    It sounds like your autoresponder email may have gotten out of date, so in order to refresh it, you can remove your old autoresponder:

    https://www.jotform.com/help/132-How-to-Delete-Notifications-Autoresponder

    And then set up a new one in its place:

    https://www.jotform.com/help/26-Setting-Up-an-Autoresponder-Email

    Once a fresh new autoresponder is created, it will act the same way as the email notification. As you add new form fields to your form, both the autoresponder and the notification will try to update themselves to include such new fields. They both will also try to hide empty fields on emails, and this feature can be controlled from their Advanced tab:

    Please let us know should you need any further assistance, and we'll be glad to help. Thank you.

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    Answered by cordovacouncil on January 28, 2017 at 06:19 PM

    Tried your suggestions and still having issues. CLICK HERE for 1 min. video. Please advise.

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    JotForm Support

    Answered by Kevin_G on January 28, 2017 at 10:57 PM

    I have checked your form and cloned it, I was able to replicate the mentioned problem even when turning off and on the hide empty fields feature; however, when I deleted the emails and added them once again to the form they worked fine, I have even made some changes to the email notification and noticed that hide empty fields feature still works fine. 

    What I would suggest you is to add a new email notification to your form and test it without making any change to it, it should work find then. Also, if the problem still persists, please let us know and do not delete the newly added email notification, if possible, please also set the authorize.net integration temporary as sandbox mode so we can test the emails. 

    Looking forward to your response.

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    Answered by cordovacouncil on January 29, 2017 at 01:09 PM

    I deleted the old emails and created new ones. Still not hiding the fields. Not sure why my results vary from your... ?? CLICK HERE for video record. Also, I turned off the authorize.net for this form for testing per your suggestion.

    I know I can create a specific email for each option to hide certain fields but prefer the simpler way if I can get it to work..

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    JotForm Support

    Answered by Kevin_G on January 29, 2017 at 02:34 PM

    I have checked your form and I can see the same as shown in your video, but upon checking the form changes history I cannot find that you have re-added the  emails, may we add a new email notification from our end? 

    We will test this directly on your for, but we need to get permission from you first, if it works then you could also test the form and delete the emails that are still showing empty fields. 

    Looking forward to your response. 

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    Answered by cordovacouncil on January 29, 2017 at 06:04 PM

    I deleted the emails and created new used. Used the defaults except changed who the notifications went to. Feel free to test. Thank you!

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    Answered by Ian on January 30, 2017 at 12:28 AM

    I created a new Autoresponder and named it "Notification test Jotform Support Team"

    I could not submit the form as the payment Gateway still seems to be live. If you could please set the authorize.net integration temporary as sandbox mode so we can test the emails. 

    Or you can test the same by yourself and let us know the results. I have my email set as the receiver of the autoresponder email. so I can check the response.

    Let us know your feedback

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    Answered by cordovacouncil on January 30, 2017 at 12:08 PM

    I did not see your test autoresponder email but saw one of each and tested (just changed recipients). Worked fine. Then I changed some text in the tables and now back to sending all fields. Modifying the table seems to trigger over-riding the "hide empty fields" option.

    I created a clone of the form at https://form.jotform.com/70294385653968.  I put this in SANDBOX mode so feel free to test and modify as you need to.

    I need to get my client working so will work on the original. Please refrain from modifying this version. 

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    Answered by cordovacouncil on January 30, 2017 at 12:22 PM

    FYI - ANY change to the body of the email causes blank fields to show. I did not modify the table in my last test but added some text to just above the table and the blank fields showed up again. 

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    JotForm Support

    Answered by Kevin_G on January 30, 2017 at 12:43 PM

    Unfortunately, I could not test your form directly because of the info provided in the payment field, it did not allow me to complete the transaction so emails and submission did not trigger. 

    On my end I have tested this and it worked fine, for example, I have added the email auto-responder and made some changes to it, it still worked after making the changes. 

    Here're some screenshots about it, email settings: 

    Email I received: 

    On your form I have tested this as well and found it works indeed, the email auto-responder was sent without empty fields showing up. 

    May we know what changes are you doing to your email body? 

    For example, are you removing some columns or are you just adding some text? 

    If possible, please also try removing the payment integration from your testing form since I was initially unable to submit your form due to this. 

    We will try to replicate the same issue directly on your form since cloned ones work fine. 

    Looking forward to your response. 

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    Answered by cordovacouncil on January 30, 2017 at 01:53 PM

    I changed the email in two ways:

    1) Changed the text in the left column of the table

    2) Added text to the top of the email (outside of the table)

    CLICK HERE to see screen shot of the email I got from the autoresponder I created just now. I only added some text above the table and now I see empty fields.

    I removed the payment option from the TEST VERSION so you can test. Thanks!

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    Answered by Boris on January 30, 2017 at 03:20 PM

    I have cloned your form into my account and performed tests, and I see that the autoresponders on your specific form lose their ability to hide empty fields as soon as the email template gets modified in any way.

    I'm afraid that even after extensive testing, the autoresponders on your specific form cannot be modified if you want the option for hiding empty fields to remain functional.

    Other forms are working fine and in other forms we can make modifications outside of the table, and the table will keep hiding empty fields. There seems to be something with your specific form that is preventing the hiding of empty fields from working if you edit the autoresponder template.

    I will escalate this to our developers for closer examination, but as the issue affects only one form and does not appear to be reproducible on any other forms, the issue may not be solvable. For now, you will have to avoid making edits on your autoresponder if you want empty fields to be hidden.

    When or if there are any news from our developers regarding this, we will update you through this support thread. Thank you.

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    Answered by cordovacouncil on January 30, 2017 at 05:28 PM

    Thank you for the quick response. I have several forms in this account, I will be modifying so I will keep my eyes open for other anomalies.