Messages to customers not showing in Order detail page

[il15]

Hello,

 

I just update from 1.4.9 to 1.5.2 and I found one problem.

 

Once I leave a message to a customer in the order detail page, it is not showing in the order product like before, I have to go to the customer service tab.

 

Is there anyway to make the messages appear at the order page like before?

 

Thank you.

[Pressed0024]

Prestashop, you are not listening to us shop owners. So what if you centralized messages in Customer Service tab? How are we going to provide awesome customer service when it's so hard to view messages left for that order? We need to be able to leave notes for a specific order like in the past and NOT threat every comment as a ticket.

You are a developer, not a store owner, you can't understand the pain we are having when you centralize all the messages without being able to leave order specific comment and view them in the BO order page.

I suggest you provide a patch we could use so that at least comments regarding the order is shown in BO order page.

 

People all find it hard to handle the orders because we can't leave notes to the order and view it quickly:

PSCFV-1323

PSCFV-5053

PSCFV-4831

http://www.prestashop.com/forums/topic/197912-messages-to-customers-not-showing-in-order-detail-page/

PSCFV-5486

[Pressed0024]

What happened to the prestashop forum team? I noticed they have stopped replying to forum post. They seems to have taken a LONG holiday or something.

 

Would anymore post a patch fix to display the posted order comments?

[Pressed0024]

Okay. This is REALLY stupid. I just made mistakes on 20+ orders and double sent emails to customer because I couldn't see the order comment history.....

[jimmyc]

Same here

This is crazy and extremely difficult to navigate and really bad.

the new system is fine but we need to see the list of massages in the order again also.

[Pressed0024]

They just don't get it. It's already been reported in forge.prestashop.com but they decided not to move forward.

[jimmyc]

Yeah we use it to enter tracking info because we cannot use the default tracking system with our shipping. Now we cannot see if we sent the tracking info and spend hours dealing with customers that did not get tracking info or got double emails etc etc etc.

[webbusiness23]

Did anyone solve this?

I have the same problem on 1.5.3.1

[Pressed0024]

Prestashop has feedback in forge that they don't plan to tackle this issue at the moment. We will have to continue using the Customer Service message system until they decided on something else. Create a forge issue if you wana help push them to relook into this issue. I think the current message system is pretty crap. I wish they brought back the ability to leave and email messages via the order page and maybe improve it.

[CVpeet]

Prestashop has feedback in forge that they don't plan to tackle this issue at the moment. We will have to continue using the Customer Service message system until they decided on something else. Create a forge issue if you wana help push them to relook into this issue. I think the current message system is pretty crap. I wish they brought back the ability to leave and email messages via the order page and maybe improve it.

 

Replace the original code by this code on line 91 until 114 (getMessagesByOrderId string) in Message.php class (in classes map). CREDITS GO TO hoplajetzt

 

public static function getMessagesByOrderId($id_order, $private = false, Context $context = null)
{
  if (!Validate::isBool($private))
die(Tools::displayError());
 if (!$context)
  $context = Context::getContext();
 $m = Db::getInstance()->executeS('
  SELECT m.*, c.`firstname` AS cfirstname, c.`lastname` AS clastname, e.`firstname` AS efirstname, e.`lastname` AS elastname,
  (COUNT(mr.id_message) = 0 AND m.id_customer != 0) AS is_new_for_me
  FROM `'._DB_PREFIX_.'message` m
  LEFT JOIN `'._DB_PREFIX_.'customer` c ON m.`id_customer` = c.`id_customer`
  LEFT JOIN `'._DB_PREFIX_.'message_readed` mr
ON mr.`id_message` = m.`id_message`
AND mr.`id_employee` = '.(isset($context->employee) ? (int)$context->employee->id : '\'\'').'
  LEFT OUTER JOIN `'._DB_PREFIX_.'employee` e ON e.`id_employee` = m.`id_employee`
  WHERE m.`id_order` = '.(int)$id_order.'
  '.(!$private ? ' AND m.`private` = 0' : '').'
  GROUP BY m.id_message
  ORDER BY m.date_add DESC
 ');

 $o = Db::getInstance()->executeS('
  SELECT ct.*, m.*, e.`firstname` AS efirstname, e.`lastname` AS elastname
  FROM `'._DB_PREFIX_.'customer_thread` ct
  LEFT JOIN `'._DB_PREFIX_.'customer_message` m ON m.`id_customer_thread` = ct.`id_customer_thread`
  LEFT OUTER JOIN `'._DB_PREFIX_.'employee` e ON e.`id_employee` = m.`id_employee`
  WHERE ct.`id_order` = '.(int)$id_order.'
  ORDER BY ct.`date_add` DESC'
 );

 return array_merge($o,$m);

}

 

Works perfect!

Edited March 14, 2013 by CVpeet (see edit history)

[jimmyc]

Brilliant

I will test this a little but so far so good. Thanks a million. This needs to be standard on prestashop again.

[Pressed0024]

Will this affect the database structure during future prestashop updates?

[nortom]

I had the same problem in 1.5.4 also 1.5.3 so what's be the problem?

The fix works but it must be a problem in the db??

[lordshop]

Replace the original code by this code on line 91 until 114 (getMessagesByOrderId string) in Message.php class (in classes map). CREDITS GO TO hoplajetzt

 

public static function getMessagesByOrderId($id_order, $private = false, Context $context = null)
{
  if (!Validate::isBool($private))
die(Tools::displayError());
 if (!$context)
  $context = Context::getContext();
 $m = Db::getInstance()->executeS('
  SELECT m.*, c.`firstname` AS cfirstname, c.`lastname` AS clastname, e.`firstname` AS efirstname, e.`lastname` AS elastname,
  (COUNT(mr.id_message) = 0 AND m.id_customer != 0) AS is_new_for_me
  FROM `'._DB_PREFIX_.'message` m
  LEFT JOIN `'._DB_PREFIX_.'customer` c ON m.`id_customer` = c.`id_customer`
  LEFT JOIN `'._DB_PREFIX_.'message_readed` mr
ON mr.`id_message` = m.`id_message`
AND mr.`id_employee` = '.(isset($context->employee) ? (int)$context->employee->id : '\'\'').'
  LEFT OUTER JOIN `'._DB_PREFIX_.'employee` e ON e.`id_employee` = m.`id_employee`
  WHERE m.`id_order` = '.(int)$id_order.'
  '.(!$private ? ' AND m.`private` = 0' : '').'
  GROUP BY m.id_message
  ORDER BY m.date_add DESC
 ');

 $o = Db::getInstance()->executeS('
  SELECT ct.*, m.*, e.`firstname` AS efirstname, e.`lastname` AS elastname
  FROM `'._DB_PREFIX_.'customer_thread` ct
  LEFT JOIN `'._DB_PREFIX_.'customer_message` m ON m.`id_customer_thread` = ct.`id_customer_thread`
  LEFT OUTER JOIN `'._DB_PREFIX_.'employee` e ON e.`id_employee` = m.`id_employee`
  WHERE ct.`id_order` = '.(int)$id_order.'
  ORDER BY ct.`date_add` DESC'
 );

 return array_merge($o,$m);

}

 

Works perfect!

 

I have 1.5.4 and works perfect. Excellent guys!

Edited April 3, 2013 by lordshop (see edit history)

[devilsown]

Thanks for putting this out there. This is one of the items that was fustrating me so much with 1.5.4 why would anyone want to do it the new way. I want to see all the information for the order when i am in the order.

[shopimport.nl]

Nice it's working for 1.5.3!

 

I little bit improved it to be less depending on future versions.

 

Instead of replacing the original classes/Messages.php this function makes use of the override. Just add this function in the override/classes/Messages.php so just below:

 

class Message extends MessageCore

{

 

 

public static function getMessagesByOrderId($id_order, $private = false, Context $context = null)
{
 $m=parent::getMessagesByOrderId($id_order, $private, $context);
  $o = Db::getInstance()->executeS('
SELECT ct.*, m.*, e.`firstname` AS efirstname, e.`lastname` AS elastname
FROM `'._DB_PREFIX_.'customer_thread` ct
LEFT JOIN `'._DB_PREFIX_.'customer_message` m ON m.`id_customer_thread` = ct.`id_customer_thread`
LEFT OUTER JOIN `'._DB_PREFIX_.'employee` e ON e.`id_employee` = m.`id_employee`
WHERE ct.`id_order` = '.(int)$id_order.'
ORDER BY ct.`date_add` DESC'
  );
  return array_merge($o,$m);
}

 

 

}

 

Thanks to the original person who posted this fix!

[peter_m]

view comments in reverse order?

Latest comments at the top of the page ?

Edited May 11, 2013 by peter_m (see edit history)

[shykoo]

Thanks a million to Shopimport.nl ! u're the man! your override code works great on 1.5.3,

[shykoo]

I have another issue - my message to customer is using the english tamplate: order_merchant:comment.html

even though my BO language and all my core mails are Danish

 

Any idea?

Thanks

Edited May 14, 2013 by shykoo (see edit history)

[mytheory.]

Hi,

 

WOW! Thanks! Saved us a lot of time and headaches.

 

S/O to hoplajetzt and CVpeet and shopimport.nl (for the clean override).

 

Confirming that the override works in PS v.1.5.4.1... the Message.php class isn't there in the override folder anymore, but you can just create it or transfer one from PS v.1.5.3 and modify that one.

 

Thanks again!

Edited May 23, 2013 by mytheory. (see edit history)

[lordshop]

Hi,

 

WOW! Thanks! Saved us a lot of time and headaches.

 

S/O to hoplajetzt and CVpeet and shopimport.nl (for the clean override).

 

Confirming that the override works in PS v.1.5.4.1... the Message.php class isn't there in the override folder anymore, but you can just create it or transfer one from PS v.1.5.3 and modify that one.

 

Thanks again!

 

override sounds nice but it doesn't work for me.

So and again, I replace the code in 1.5.4.1

[roland_d_alsace]

override sounds nice but it doesn't work for me.

1. The override file name is Message.php (and not Messages.php)
   
2. delete your /cache/class_index.php for PS regenerate the cache class file.
   

[besssbesss]

Hi, thank you for this tip !!!

Just, I want to know, if it is possible to mark the message as closed in the aftersales page in backoffice. When I answer an order message, in the page with all the messages, there is the green round near the message.

How could I do that please ?

 

thank you

[besssbesss]

Hello. 

 

The message send by the clients are ok with specials characters. But, the messages we send to clients are not displayed correctly. Just in the order page. Not on the SAV system. 

 

Somebody could help me with that please? 

[Pressed0024]

Have you tried reporting to forge.prestashop.com?

[devilsown]

"its not a bug"    they have no desire  to "fix" this as this is how its intended to work from now on.   It way to hard to use and the old way works so much better.  

[shroom]

Bumping this thread to confirm that this override somehow works but doesn't handle special characters.

[besssbesss]

Hello.

 

How could we do to fix the special characters for the messages on the order page in the back office please ?

I try to find a solution by I failed. Someone could help me ?

 

Thank you

[ghomi]

It's works on 1.5.6.1 and 1.5.4.1!

Thanks a lot!

[malcek]

Hi To person who posted this solution.

 

Many, Many, Many thanks for this as someone describe above, that guys on prestashop are good proggrammers, but bad customer support, we were lost now for trhee month since we upgrade to version 1.5, till today when all massages are back where they should be

 

Martin

[anpori]

hoplajetzt,THANKS A MILLION!!!!                   

Works great on version 1.5.6.2

[jimmyc]

Any solutions for 1.6 anyone? Now we post messages ans they completely disappear form any records we can find anywhere.

[vekia]

hello

this solution based on 1.5.6.2 should work in 1.6

have you tried it?

[jimmyc]

Not yet But i will. Thanks Vekia.

[jimmyc]

Replace the original code by this code on line 91 until 114 (getMessagesByOrderId string) in Message.php class (in classes map). CREDITS GO TO hoplajetzt

 

public static function getMessagesByOrderId($id_order, $private = false, Context $context = null)
{
if (!Validate::isBool($private))
die(Tools::displayError());
if (!$context)
$context = Context::getContext();
$m = Db::getInstance()->executeS('
SELECT m.*, c.`firstname` AS cfirstname, c.`lastname` AS clastname, e.`firstname` AS efirstname, e.`lastname` AS elastname,
(COUNT(mr.id_message) = 0 AND m.id_customer != 0) AS is_new_for_me
FROM `'._DB_PREFIX_.'message` m
LEFT JOIN `'._DB_PREFIX_.'customer` c ON m.`id_customer` = c.`id_customer`
LEFT JOIN `'._DB_PREFIX_.'message_readed` mr
ON mr.`id_message` = m.`id_message`
AND mr.`id_employee` = '.(isset($context->employee) ? (int)$context->employee->id : '\'\'').'
LEFT OUTER JOIN `'._DB_PREFIX_.'employee` e ON e.`id_employee` = m.`id_employee`
WHERE m.`id_order` = '.(int)$id_order.'
'.(!$private ? ' AND m.`private` = 0' : '').'
GROUP BY m.id_message
ORDER BY m.date_add DESC
');

$o = Db::getInstance()->executeS('
SELECT ct.*, m.*, e.`firstname` AS efirstname, e.`lastname` AS elastname
FROM `'._DB_PREFIX_.'customer_thread` ct
LEFT JOIN `'._DB_PREFIX_.'customer_message` m ON m.`id_customer_thread` = ct.`id_customer_thread`
LEFT OUTER JOIN `'._DB_PREFIX_.'employee` e ON e.`id_employee` = m.`id_employee`
WHERE ct.`id_order` = '.(int)$id_order.'
ORDER BY ct.`date_add` DESC'
);

return array_merge($o,$m);

}

 

Works perfect!

 

Just to confirm this is working in 1.6.0.6...   

[ilovekutchi.com]

Nice it's working for 1.5.3!

 

I little bit improved it to be less depending on future versions.

 

Instead of replacing the original classes/Messages.php this function makes use of the override. Just add this function in the override/classes/Messages.php so just below:

 

class Message extends MessageCore

{

 

 

public static function getMessagesByOrderId($id_order, $private = false, Context $context = null)
{
  $m=parent::getMessagesByOrderId($id_order, $private, $context);
   $o = Db::getInstance()->executeS('
	SELECT ct.*, m.*, e.`firstname` AS efirstname, e.`lastname` AS elastname
	FROM `'._DB_PREFIX_.'customer_thread` ct
	LEFT JOIN `'._DB_PREFIX_.'customer_message` m ON m.`id_customer_thread` = ct.`id_customer_thread`
	LEFT OUTER JOIN `'._DB_PREFIX_.'employee` e ON e.`id_employee` = m.`id_employee`
	WHERE ct.`id_order` = '.(int)$id_order.'
	ORDER BY ct.`date_add` DESC'
   );
   return array_merge($o,$m);
}

}

 

Thanks to the original person who posted this fix!

 

 

 

 

• The override file name is Message.php (and not Messages.php)
• delete your /cache/class_index.php for PS regenerate the cache class file.

 

 

 

I did the override, it works, but also shows this error above each message:

 

Notice: Undefined index: is_new_for_me in/(...)/cache/smarty/compile/4e/52/39/4e5239bf8b1be835172b156956001e177a76e7c4.file.view.tpl.phpon line 1270

> 

Notice: Undefined index: is_new_for_me in/(...)/cache/smarty/compile/4e/52/39/4e5239bf8b1be835172b156956001e177a76e7c4.file.view.tpl.phpon line 1271

 

I'm using 1.5.6.2. Any solution?

 

Thanks

[ilovekutchi.com]

I also have the following error when the it's a message from the client:

 

Notice: Undefined index: cfirstname in /(...)/cache/smarty/compile/4e/52/39/4e5239bf8b1be835172b156956001e177a76e7c4.file.view.tpl.php on line 1284

Notice: Undefined index: clastname in /(...)/cache/smarty/compile/4e/52/39/4e5239bf8b1be835172b156956001e177a76e7c4.file.view.tpl.php on line 1285

[ilovekutchi.com]

I did the override, it works, but also shows this error above each message:

 

Notice: Undefined index: is_new_for_me in/(...)/cache/smarty/compile/4e/52/39/4e5239bf8b1be835172b156956001e177a76e7c4.file.view.tpl.phpon line 1270

> 

Notice: Undefined index: is_new_for_me in/(...)/cache/smarty/compile/4e/52/39/4e5239bf8b1be835172b156956001e177a76e7c4.file.view.tpl.phpon line 1271

 

I'm using 1.5.6.2. Any solution?

 

Thanks

 

 

I also have the following error when the it's a message from the client:

 

Notice: Undefined index: cfirstname in /(...)/cache/smarty/compile/4e/52/39/4e5239bf8b1be835172b156956001e177a76e7c4.file.view.tpl.php on line 1284

 

Notice: Undefined index: clastname in /(...)/cache/smarty/compile/4e/52/39/4e5239bf8b1be835172b156956001e177a76e7c4.file.view.tpl.php on line 1285

 

 

I circumvented these errors by changing the admin/themes/default/template/controllers/orders/helpers/view/view.tlp file:

<div style="overflow:auto; width:400px;" {if isset($message['is_new_for_me'])}class="new_message"{/if}>
			{if (isset($message['is_new_for_me']))}
				<a class="new_message" title="{l s='Mark this message as \'viewed\''}" href="{$smarty.server.REQUEST_URI}&token={$smarty.get.token}&messageReaded={$message['id_message']}"><img src="../img/admin/enabled.gif" alt="" /></a>
			{/if}
			{l s='At'} <i>{dateFormat date=$message['date_add']}
			</i> {l s='from'} <b>{if ($message['elastname']|escape:'htmlall':'UTF-8')}{$message['efirstname']|escape:'htmlall':'UTF-8'} {$message['elastname']|escape:'htmlall':'UTF-8'}{else}{if (isset($message['cfirstname']))}{$message['cfirstname']|escape:'htmlall':'UTF-8'} {$message['clastname']|escape:'htmlall':'UTF-8'}{else}{l s='client'}{/if}{/if}</b>

But I would prefer a better patch...

[shroom]

Any clue on how to make special characters display correctly?

[besssbesss]

Somebody know how can we add the hours when the message was posted please ? near the date. 

And, for me, it works well on 1.6.0.8. The special characters are OK. 

Just, the name of the customer do not appear. Someone knows why ? thank you

[jacajaca]

Customer messages do not work in order prestashop 1.4.2.5 help me?

[lordshop]

I have applied the code to 1.6.8 and still works perfect.

All the customer messages showed in order page. Thanks again

[Hessellund]

I found this, slightly modified version of the override class Message.php to work great with Prestashop 1.6.0.9:

 

Also attached the file - Message.php, put it into /override/classes/Message.php

class Message extends MessageCore
{

    public static function getMessagesByOrderId($id_order, $private = false, Context $context = null)
    {
	$m=parent::getMessagesByOrderId($id_order, $private, $context);
	$o = Db::getInstance()->executeS('
	    SELECT ct.*, m.*, e.`firstname` AS efirstname, e.`lastname` AS elastname
	    FROM `'._DB_PREFIX_.'customer_thread` ct
	    LEFT JOIN `'._DB_PREFIX_.'customer_message` m ON m.`id_customer_thread` = ct.`id_customer_thread`
	    LEFT OUTER JOIN `'._DB_PREFIX_.'employee` e ON e.`id_employee` = m.`id_employee`
	    WHERE ct.`id_order` = '.(int)$id_order.'
			AND e.`id_employee` <> 0
	    ORDER BY ct.`date_add` DESC'
	    );
	return array_merge($m,$o);
    }

}

 

[helikoptermannen]

I put Message.php above into /override/classes/ but I can still not se my replies. Do I need something more that this file? I run 1.6.0.9

[DaBouncer]

I created and added /override/classes/Message.php according to above code, but did not work for me without a

<?php

at the very top of the file.

 

Excellent override, thanks!

[helikoptermannen]

I have that php text but it still not working. Will it only work on future replies or should the older ones also show up?

[DaBouncer]

I'm on v1.5.6.2

Did you delete /public_html/YOURSERVER/cache/class_index.php ?

[helikoptermannen]

My bad... it is working!

[Calatravo]

Hi,

 

I have been testing this on 1.609 and i think this is the best solution.

<?php

class Message extends MessageCore
{

   public static function getMessagesByOrderId($id_order, $private = false, Context $context = null)
{
   if (!Validate::isBool($private))
	die(Tools::displayError());
  if (!$context)
   $context = Context::getContext();
  /*$m = Db::getInstance()->executeS('
   SELECT m.*, c.`firstname` AS cfirstname, c.`lastname` AS clastname, e.`firstname` AS efirstname, e.`lastname` AS elastname,
   (COUNT(mr.id_message) = 0 AND m.id_customer != 0) AS is_new_for_me
   FROM `'._DB_PREFIX_.'message` m
   LEFT JOIN `'._DB_PREFIX_.'customer` c ON m.`id_customer` = c.`id_customer`
   LEFT JOIN `'._DB_PREFIX_.'message_readed` mr
	ON mr.`id_message` = m.`id_message`
	AND mr.`id_employee` = '.(isset($context->employee) ? (int)$context->employee->id : '\'\'').'
   LEFT OUTER JOIN `'._DB_PREFIX_.'employee` e ON e.`id_employee` = m.`id_employee`
   WHERE m.`id_order` = '.(int)$id_order.'
   '.(!$private ? ' AND m.`private` = 0' : '').'
   GROUP BY m.id_message
   ORDER BY m.date_add DESC
  ');*/

  $o = Db::getInstance()->executeS('
   SELECT ct.*, m.*, e.`firstname` AS efirstname, e.`lastname` AS elastname
   FROM `'._DB_PREFIX_.'customer_thread` ct
   LEFT JOIN `'._DB_PREFIX_.'customer_message` m ON m.`id_customer_thread` = ct.`id_customer_thread`
   LEFT OUTER JOIN `'._DB_PREFIX_.'employee` e ON e.`id_employee` = m.`id_employee`
   WHERE ct.`id_order` = '.(int)$id_order.'
   ORDER BY ct.`date_add` DESC'
  );
 

  //return array_merge($o,$m);
  return $o;

}

}
?>

I think the $m query is not neccessary, it just duplicates the first client messaje and loads the database.

Just with the second query you get all messages.

 

This is better solution than the recommended for 1.609 version just a few posts above becouse that solution just shows the shop messages not the customers replies.

 

Hope it helps, you can delete the commented code between /* */ and the //

 

Save it as Message.php and put it on /override/classes/Message.php then rename /cache/class_index.php to /cache/class_index_bak.php

Edited July 3, 2015 by Calatravo (see edit history)

[Photon]

Great job

 

Thanks a lot for this mod, it works perfectly on PS 1.6.0.14

[lordshop]

 

I found this, slightly modified version of the override class Message.php to work great with Prestashop 1.6.0.9:

 

Also attached the file - Message.php, put it into /override/classes/Message.php

class Message extends MessageCore
{

    public static function getMessagesByOrderId($id_order, $private = false, Context $context = null)
    {
	$m=parent::getMessagesByOrderId($id_order, $private, $context);
	$o = Db::getInstance()->executeS('
	    SELECT ct.*, m.*, e.`firstname` AS efirstname, e.`lastname` AS elastname
	    FROM `'._DB_PREFIX_.'customer_thread` ct
	    LEFT JOIN `'._DB_PREFIX_.'customer_message` m ON m.`id_customer_thread` = ct.`id_customer_thread`
	    LEFT OUTER JOIN `'._DB_PREFIX_.'employee` e ON e.`id_employee` = m.`id_employee`
	    WHERE ct.`id_order` = '.(int)$id_order.'
			AND e.`id_employee` <> 0
	    ORDER BY ct.`date_add` DESC'
	    );
	return array_merge($m,$o);
    }

}

 

excellent. I confirm that is working on a 1.6.1.11 version

just clear cache on site and browser

[[email protected]]

still working perfect on 1.6.1.18!!

Thank you mate!