Not certain that I completely understand the request… Have you tried removing the 20 character limitation to the variable? Use a shorter ticket ID – default is descriptive but long. On Sun, Apr 19, 2015 at 11:40 AM, Henry Combrinck javascript:_e(%7B%7D,'cvml','henrylcombrinck@gmail.com'); > wrote: Hi there, Using OTRS 4.latest. We have a new installation of OTRS and things seem to be working fine, except that we cannot get a consistent Subject line with a ticket number included. For example, using the standard in the auto-response, it only includes whatever the client sent. ie, not "[Ticket#2015....] Rest of subject..." If I use the following: , then the result is something along these lines: "[Ticket#2015041908000541] 2015041908000541 Rest of subject..." I'm at a bit of a loss. I've compared it to another OTRS setup (also 4.x) which has been operating fine for years (upgraded all the way from 3.whatever), but cannot spot an issue. I'd appreciate any pointers. Thanks Henry

We ended up reinstalling, and it now works as expected. Not sure what went wrong. Regards On Mon, Apr 20, 2015 at 7:49 PM, Henry Combrinck wrote:

Hi,

Whether I use or in the Subject, I don't get any ticket number in the Subject line of the auto-response.

ie, "[Ticket#2015..." is not appearing in the Subject line as it does in another installation of OTRS.

So, this does not appear to be an issue of the subject string being too long (eg, in my tests, I'm using a Subject of "test").

If I then use (ie, ignoring the original Subject for test purposes) in the auto-response, OTRS then responds with the following in the Subject line of the auto-response to the customer:

[Ticket#2015042008000038] 2015042008000038

I don't know what to make of this strange behaviour, especially since this is a fresh OTRS install on CentOS7.

Regards Henry

On Mon, Apr 20, 2015 at 5:17 PM, LQ Marshall wrote:

...

Not certain that I completely understand the request…

Have you tried removing the 20 character limitation to the variable?

Use a shorter ticket ID – default is descriptive but long.

On Sun, Apr 19, 2015 at 11:40 AM, Henry Combrinck < henrylcombrinck@gmail.com> wrote:

Hi there,

Using OTRS 4.latest.

We have a new installation of OTRS and things seem to be working fine, except that we cannot get a consistent Subject line with a ticket number included.

For example, using the standard in the auto-response, it only includes whatever the client sent. ie, not "[Ticket#2015....] Rest of subject..."

If I use the following: , then the result is something along these lines:

"[Ticket#2015041908000541] 2015041908000541 Rest of subject..."

I'm at a bit of a loss. I've compared it to another OTRS setup (also 4.x) which has been operating fine for years (upgraded all the way from 3.whatever), but cannot spot an issue.

I'd appreciate any pointers.

Thanks

Henry

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