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    Autoresponders : Missing submission data when variable names have blank spaces or slashes (/) in between

    Asked by kevinpclarke on February 24, 2016 at 07:57 AM

    Dear Support,

    2nd related case to the same form. The auto reply email misses off data i.e section 3 Coach name and details.

    I've had two cases where people have sent me their emails showing it missing. It appears in the database ok but not in the auto reply email. I have also removed the auto reply email and re-added it but it still is not showing all fields relating to Skate coach information.

    This form was migrated over form Adobe forms from last year and have little changes. As said the Autoemail was re-added. 

    Here is the form concerned:

    https://form.jotform.com/kevinpclarke/BISC-Opens-Solo-Dance-REG 

     

    Thanks again

    Kevin

    Page URL:
    https://form.jotform.com/kevinpclarke/BISC-Opens-Solo-Dance-REG

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    JotForm Support

    Answered by ashwin_d on February 24, 2016 at 12:15 PM

    Hello Kevin,

    I did check your form and the field names of several form fields does not seems to be correct. That is the reason why the data is captured in submission page but the autoresponder email does not display the data.

    Can you please confirm that if the auto-responder was displaying the data earlier? The issue started recently?

    Let me report it to our back end team. We will get back to you as soon as we have any update from them. 

    Thank you!

     

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    JotForm Support

    Answered by ashwin_d on February 24, 2016 at 12:15 PM

    Hello Kevin,

    I did check your form and the field names of several form fields does not seems to be correct. That is the reason why the data is captured in submission page but the autoresponder email does not display the data.

    Can you please confirm that if the auto-responder was displaying the data earlier? The issue started recently?

    Let me report it to our back end team. We will get back to you as soon as we have any update from them. 

    Thank you!

     

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    Answered by kevinpclarke on February 24, 2016 at 12:46 PM
    Hi Ashwin,

    We only noticed it today as we are going live in the next day or two so we did tests. So it is really today as we have not used it previously I would suggest it has always been like this.


    If you can fix it asap as we need to go live very soon


    Many thanks
    Kevin

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    JotForm Support

    Answered by Kevin_G on February 24, 2016 at 02:58 PM

    We apologize for this inconvenient.

    I see that my colleague has reported this issue, you should receive news about the progress on it soon.

    Thanks.

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    Answered by crojemupeo on February 24, 2016 at 03:23 PM

    how should the form fields be named?  i'm having the same problem
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    Answered by kevinpclarke on February 24, 2016 at 03:45 PM
    Hi Kevin_G
    Ok many thanks. I'll wait to hear back from you.
    Regards
    Kevin
    (Sent from Outlook on IOS)
    _____________________________
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    Answered by kevinpclarke on February 24, 2016 at 03:45 PM
    Hi,
    I cloned the form and removed the payment so I can test it myself, see below about half way down "Coach Full Name" and the 8 other fields below it do not receive data in an auto reply
    RegardsKevin
    Question AnswerPlease Note: You can only select one class in each category. PAYMENT TOTAL £ Skater 1 First Name KevinSurname Date of birth 02-02-2016Gender MaleFull Address 8 vdfgdfgAge on 1st July 2015 21Post Code Telephone Number Club/Rink - Singles Club/Rink - Couples NISA Number tttertrtretreSkater 2 First Name (Complete only if in couples) Surname Date of birth Gender Full Address Age on 1st July 2015 Post Code Telephone Number Club/Rink - Couples NISA Number Skater 1Pattern Dance Test Level Date Passed / Achieved Skater 1Free Dance Test Level Date Passed / Achieved Skater 1Field Moves Test Level Date Passed / Achieved Skater 2 Pattern Dance Test Level Date Passed / Achieved Skater 2 Free Dance Test Level Date Passed / Achieved Skater 2 Field Moves Test Level Date Passed / Achieved DETAILS AND DATES OF ANY TESTS DUE BEFORE CLOSING DATE Skater 1 - Select Coach Category: Coach - Pattern/Short/Free DanceCoach Full Name Licensed coach NISA Number Date/Venue Conference/IJS Seminar Attended Date/Venue Field Moves Seminar Attended Skater 1 - Select Coach Category: Coach - Couples DanceCoach Full Name Licensed coach NISA Number Date/Venue Conference/IJS Seminar Attended Date/Venue Field Moves Seminar Attended Skater 2 - (Complete only if in couples) Coach Full Name Licensed coach NISA Number Date/Venue Conference/IJS Seminar Attended Date/Venue Field Moves Seminar Attended I/we confirm that permission has been obtained from my/our coach(es) for his/her details to be submitted with this entry form. Please tick to confirmDate 24-02-2016All Entries – please tick the following boxes I will pay by PayPalI / We hold current membership of NISAI / We wish to enter the above competition and agree to abide by the RulesDate 24-02-2016Enter Your First Name Enter Your Surname Address Line 1 Address Line 2 lodge road, hurstEnter Post Code RG10 0EJPlease Enter Your E-mail Address: kp.clarke@icloud.comEnter Your Telephone Number: BISC Refund Policy I accept the BISC Refund Policy 
     
     
    Regards
    Kevin
    (Sent from Outlook on IOS)
    _____________________________
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    JotForm Support

    Answered by Kevin_G on February 24, 2016 at 04:57 PM

    @crojemupeo,

    I moved your report to this thread: http://www.jotform.com/answers/780485.

    So we can assist you better.

    Thank you for providing us that info @kevinpclarke, it is helpful for us to know that you receive, we will update you here as soon as we get news. 

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    JotForm Support

    Answered by liyam on February 25, 2016 at 04:19 AM

    Hello,

    I've tried cloning your form and I was not able to replicate the problem. Can you confirm that this case mentioned is still happening?

    Thanks.

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    Answered by kevinpclarke on February 25, 2016 at 06:45 AM
    HI Liyam,

    Yes it does. Have you cloned the correct form I wonder? See attached autoreply

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    Answered by kevinpclarke on February 25, 2016 at 06:45 AM
    HI Liyam,

    Yes, it does. I wonder if you cloned the correct problem form? If you see the attached autoreply email I just sent from the cloned form and scroll down to the dropdown “Skater 1 - Select Coach Category:” This has an entry but the next 10 or so fields under here have no data I did complete these fields. If you look in the submissions and last entry for my clone of the form: https://form.jotformeu.com/60544322206344

    Regards
    Kevin

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    JotForm Support

    Answered by liyam on February 25, 2016 at 07:46 AM

    Hello Kevin,

    Thanks for keeping us posted. I'll have another look and let you know as soon as possible the updates.

    -Liyam

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    Answered by kevinpclarke on February 26, 2016 at 04:45 AM
    Hi Liyam,

    We really need to know if you are fixing this because I notice most fields do not have data in fact when the auto reply message it sent. As said before the data is still in the database fortunately.

    Please advise as we need to go live with this form today or tomorrow at latest

    Kevin

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    JotForm Support

    Answered by mert on February 26, 2016 at 08:52 AM

    Hi Kevin,

    I'm sure our developer will return with the information and fixes in short. While we are waiting for him, I can suggest you a workaround to achieve this problem. According to my checks, the variable for your fields are fixed and if you remove and add your "Autoresponder" again. It will show the data on the "Autoresponder" email.

    Please, see half of it from the below:

     

    As it is seen, the "Surname" field didn't return any value before this; but after re-adding the "Autoresponder", we can see its value. Please, try this method and let us know the results.

     

    Thank you for your patience.

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    Answered by kevinpclarke on February 26, 2016 at 09:45 AM
    Hi Mert,

    Which form are you testing because I started to create a new form i.e. removing all the boxes which don’t reply data and it is starting to work?

    Please let me know the form you tested

    kevin

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    JotForm Support

    Answered by mert on February 26, 2016 at 09:49 AM

    Yes, it is working on my tests and the form which I used is "Laura - BISC Opens IJS Solo & Couples Ice Dance Competition 2016". With the method I provided on my previous post, I was able to see the data on "Autoresponder".

     

    Regards.

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    JotForm Support

    Answered by liyam on February 28, 2016 at 07:22 AM

    Hello,

    Here's what I found:  The issue on your form started happening because the field name property for email templates (those that are enclosed with curly braces {}) are not designed to handle names with spaces.

    Moving forward, I have fixed this issue and you should be able to see the answers relevant to the field label which had the issues before without changing anything your form.

    But if in case the problem persists on your end, please do let us know.

    Thanks.

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    Answered by kevinpclarke on March 02, 2016 at 06:45 AM
    Hi Liyram,

    I’m not too sure what you mean? We now notice just one field name now missing which is “Surname” See example below - Not sure if you were looking at a different form but the form concerned is: https://form.jotformeu.com/kevinpclarke/BISC-OPENS-IJS-DANCE

    Regards
    Kevin




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    JotForm Support

    Answered by mert on March 02, 2016 at 08:13 AM

    Hi again,

    Kevin, please try to remove the current "Autoresponder" and try to add it again. After renewing it, the fields are coming with the data to your email even the "Surname".

    Please, see the one of the example confirmation email from the below:

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    Answered by kevinpclarke on March 02, 2016 at 02:45 PM
    Hi Mert,

    I’ve done this a few times + re-add the surname box, I’ve just re-added the autoresponder yet again this pm but it is still the same. See below.

    Kevin



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    JotForm Support

    Answered by liyam on March 02, 2016 at 03:03 PM

    Hello Kevin,

    Can you point to us a submission that you have received after I've made some changes? If you're referring to a submission that you have received before the fixes, it does not work that way. Submissions you have received via email is not editable. You should receive a new submission for you to be able to see the effect of the change.

    Thanks.

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    Answered by kevinpclarke on March 02, 2016 at 03:45 PM
    The one I sent earlier was a new entry which came in after I had re-added the auto reply and after your colleague said it was fixed and to re add the auto reply.
    Are you saying you are doing further fixes and to test again by re-adding the auto reply once more?
    Regards
    Kevin
    (Sent from Outlook on IOS)
    _____________________________
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    JotForm Support

    Answered by Kevin_G on March 02, 2016 at 04:56 PM

    Yes please, try re-adding the autoresponder again, seems like Liyam made some changes, it should be working now, please try to do it once more again and updates here with your results.

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    Answered by kevinpclarke on March 03, 2016 at 08:45 AM
    Hi Kevin_G,


    Sorry for delay I had to wait for a new registration to come in. Unfortunately, it is still not working. See below. I did as you asked and re-added the autoreply first thing UK time and this registration came in a few hours later as did two others which also show no surname.

    Regards
    Kevin



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    JotForm Support

    Answered by Kevin_G on March 03, 2016 at 10:08 AM

    Could you please provide us a screenshot of the email with the missing data? 

    This guide will help you to upload your image: https://www.jotform.com/answers/277033-How-to-add-screenshots-images-to-questions-in-support-forum

    I checked the autoresponder and seems to be fine, I also did a test and received the email, all the data is there, please see the image below.

    As you see,  received all the data in the autoresponder email, please try once again, seems like it is working now, it should be working on your end as well.

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    Answered by kevinpclarke on March 03, 2016 at 11:45 AM
    HI Kevin_G

    Ok I just did a test myself, see below a screenshot Surname should be ‘ test’ and also I attached the complete autoreply email to this reply.
    The data base entry looks fine, see this screenshot also

    Regards
    Kevin


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    JotForm Support

    Answered by Kevin_G on March 03, 2016 at 12:19 PM

    Unfortunately, your images did not reach this thread, please upload them following the guide provided on my comment above and on this link: http://www.jotform.com/answers/779908.

    Now, I have checked your form and as you have two fields named the same "Surname" it could be generating the conflict. 

    Both are named "Surname" and I think that this is the reason why the field is being sent as blank because it could be taking randomly the value of each field. 

    Here are two options that you may try to fix this issue, the first one is changing the name for one of the fields, for example, name the first "Surname Skater 1" and the second one "Surname Skater 2". If you do not want to change the text that is shown to the user, then you may only change the name on the backend, to do it just open the field properties and then change the name there. 

    You will need to update your autoresponder as well in order to get the new name, but do not remove it, you may only delete the current name and replace it with the new one.

    I did it on a cloned form of yours and it worked on my end.

    Hope this helps.

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    JotForm Support

    Answered by Kevin_G on March 03, 2016 at 12:21 PM

    Here is the link to my cloned form: https://form.jotform.com/60624473371959

    Feel free to clone it.

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    Answered by kevinpclarke on March 03, 2016 at 01:45 PM
    Hi Kevin_G,,

    If I alter the {surname} to {surname1} is there a risk of losing any data, I mean the surnames in the database? I have 90 entries now and cannot afford to lose anything.

    Regards
    Kevin


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    JotForm Support

    Answered by BJoanna on March 03, 2016 at 03:21 PM

    I did some tests on my sample form and I did not lose any data when I changed the name of my fields. 

    Just to be safe, you can download your submissions before you make this change. You can export form data to Excel: http://www.jotform.com/help/44-How-to-Export-Form-Data-to-Excel 

    Feel free to contact us if you have any other questions.