2007/11/12, Torsten Thau <Torsten.Thau@cape-it.de>:

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Harry Cruz schrieb:
> Hello, you all!
>
> I'd like to know if there's a way to hide the ticket number from the
> customer. I've been facing some problems here. The customers sometime
> delete OTRS messages because they think it's some kind of virus! :P

...cool :-D

> [Ticket#1010015550145]. Is there a way to avoid it? For example
> attaching the ticket number in a specific header within the response....
>
> Any help is appreciated.

...just my 2 cents... The ticket subject is build in
Kernel::System::Ticket - sub TicketSubjectBuild.

In a first approach we removed the ticket number completely from the
subject and put it in the signature (<OTRS_TICKET_TicketNumber>). But it
proved better to keep the ticket number in the subject and just put it
at the end - for the customers the viruses where everywhere ;-)

regards, Torsten Thau

- --
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
phone: +49 371 5347 623
cell: +49 176 66 680 680
personal pgp-key: 0x93E0A174
fax: +49 371 5347 625
http://www.cape-it.de
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