Dear Nils,

AFAIK OTRS needs the ticket number in the subject to be able to keep track of what ticket the message belongs to.

The problem is that it not only appends the TT number, but it appends it at the beginning of the subject. Is there way to force the "Re: [Ticket#2007102410000039]" to be inserted at the end of the subject (or in any place for that matter)?

What exactly don't they accept? They don't accept except THEIR TT number to be at the beginning. I have no idea what system they use.

Regards On 10/24/07, Nils Breunese (Lemonbit) wrote:

Kamal wrote:

...

Greetings, I am using OTRS 2.1.6.

When I am using Empty Response when replying to a TT, the default subject is the following: Re: [Ticket#2007102410000039] <subject written>

If I delete the from the subject & send the email, the email is sent with the "Re: [Ticket#2007102410000039]" appended automatically.

How can I force OTRS not to change the subject that I send?

...

I need to do the above since some recipients don't accept message except with specific subjects.

Nils Breunese.

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-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi there, Kamal schrieb:

Dear Nils,

...

AFAIK OTRS needs the ticket number in the subject to be able to keep track of what ticket the message belongs to.

The problem is that it not only appends the TT number, but it appends it at the beginning of the subject. Is there way to force the "Re: [Ticket#2007102410000039]" to be inserted at the end of the subject (or in any place for that matter)?

...

What exactly don't they accept? They don't accept except THEIR TT number to be at the beginning. I have no idea what system they use.

...you can go to Kernel::System::Ticket.pm and change the order of TT-number and subject in method TicketSubjectBuild. After doing that, the relevant lines should look like this: if ($Param{Type} && $Param{Type} eq 'New') { $Subject = $Subject. " [$TicketHook$TicketHookDivider$Param{TicketNumber}]"; } else { $Subject = $TicketSubjectRe.": ".$Subject. " [$TicketHook$TicketHookDivider$Param{TicketNumber}]"; } 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 -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.6 (GNU/Linux) iD8DBQFHILT5vXo8m5PgoXQRAqiCAJ9GZcTtqkNacNphdq+1gu7KvxJAZACfdF1z YGwuUq5/pGXacNlI/0lzfqY= =sQKk -----END PGP SIGNATURE-----