Hi When I create a new Email-Ticket in OTRS by clicking on the Email-Ticket icon on the menu, there is an extra "Re:" in the subject line, like this: Re: [Ticket#2005121310000194] Subject here This is a new email, and not a reply email, so I don't want the "Re:". Why is it there, and how can this be removed? Torgeir
Hi Torgeir,
When I create a new Email-Ticket in OTRS by clicking on the Email-Ticket icon on the menu, there is an extra "Re:" in the subject line, like this:
Re: [Ticket#2005121310000194] Subject here
This is a new email, and not a reply email, so I don't want the "Re:". Why is it there, and how can this be removed?
The prefix "Re:" is configured through Ticket::SubjectRe As far as I could see within the source code, this prefix is ALWAYS used (see ./System/Ticket.pm:588) - this also doen't make sense in my opinion (I just turned it off). otrs@SLW10114:/opt/otrs/Kernel> find . -type f -exec grep -Hn Ticket::SubjectRe '{}' \; ./Config/Files/Ticket.pm:19: # Ticket::SubjectRe ./Config/Files/Ticket.pm:21: $Self->{'Ticket::SubjectRe'} = 'Re'; ./Config/Files/Ticket.xml:179: <ConfigItem Name="Ticket::SubjectRe" Required="1" Valid="1"> ./Config/Files/ZZZAAuto.pm:982:$Self->{'Ticket::SubjectRe'} = 'Re'; ./System/Ticket.pm:588: my $TicketSubjectRe = $Self->{ConfigObject}->Get('Ticket::SubjectRe'); Bye, Alex
Sorry, my answer was a bit too fast. When setting Ticket::SubjectRe to "", you still get a prefixed ": " in your mail-subjects. This is already topic of http://bugs.otrs.org/show_bug.cgi?id=915 Bye, Alex Alexander Scholler schrieb:
Hi Torgeir,
When I create a new Email-Ticket in OTRS by clicking on the Email-Ticket icon on the menu, there is an extra "Re:" in the subject line, like this:
Re: [Ticket#2005121310000194] Subject here
This is a new email, and not a reply email, so I don't want the "Re:". Why is it there, and how can this be removed?
The prefix "Re:" is configured through Ticket::SubjectRe As far as I could see within the source code, this prefix is ALWAYS used (see ./System/Ticket.pm:588) - this also doen't make sense in my opinion (I just turned it off).
otrs@SLW10114:/opt/otrs/Kernel> find . -type f -exec grep -Hn Ticket::SubjectRe '{}' \; ./Config/Files/Ticket.pm:19: # Ticket::SubjectRe ./Config/Files/Ticket.pm:21: $Self->{'Ticket::SubjectRe'} = 'Re'; ./Config/Files/Ticket.xml:179: <ConfigItem Name="Ticket::SubjectRe" Required="1" Valid="1"> ./Config/Files/ZZZAAuto.pm:982:$Self->{'Ticket::SubjectRe'} = 'Re'; ./System/Ticket.pm:588: my $TicketSubjectRe = $Self->{ConfigObject}->Get('Ticket::SubjectRe');
Bye, Alex
I'm having the same problem. Thx for submitting the bug, hopefully it will be fixed soon. In the meanwhile I wrote this hack: In Kernel/Modules/AgentTicketEmail.pm:633 $GetParam{Subject} = $Self->{TicketObject}->TicketSubjectBuild( TicketNumber => $Tn, Subject => $GetParam{Subject} || '', ); # new: $GetParam{Subject} = substr( $GetParam{Subject}, length( $Self->{ConfigObject}->Get('Ticket::SubjectRe') ) + 2, length( $GetParam{Subject} ) - length( $Self->{ConfigObject}->Get('Ticket::SubjectRe') ) + 2 ); # :new $GetParam{Body} .= "\n\n".$Signature; This chops off the SubjectRe value and the following ": ". This way a new ticket does not contain the "Re: " piece anymore. Dirty hack but it works :) Kind regards, Richard Hinkamp
participants (3)
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Alexander Scholler -
Richard Hinkamp - BeSite -
Torgeir Vidnes