Re: [otrs] Notification E-mail for state update

On Thursday, November 20, 2003 7:36 PM Bakari Allen wrote:

In our implementation of OTRS, the original sender includes an important file number in the subject line of their original message. I've configured the system to send e-mail notification of the state change to the users for their respective tickets. However, a single customer may send 15 requests in a day. How can I customize the notification e-mail for state update to include the subject line of the original e-mail?

I added the following to my Config.pm file . . . ... an original subject line ''.

You may use OTRS_CUSTOMER_SUBJECT in the subject. The possible values to use in the body are: OTRS_TICKET_ID OTRS_TICKET_NUMBER OTRS_QUEUE OTRS_COMMENT OTRS_CUSTOMER_EMAIL hth, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388