On Fri, Oct 10, 2003 at 02:09:28PM +0200, Luc Stroobant wrote:

Is there a config option to put the ticket at the end of the subject?

In a way that: [ticket# 123456] This is my subject becomes This is my subject [ticket# 123456]

Our "communication manager" thinks this is more elegant. ;-)

Ick. :-) Now that I've expressed my personal feelings on the matter, I can mention why, if this becomes an option, I hope it isn't the default behavior... Working in support for a while, doing extensive email support, I noticed that, over time, certain customers' emails, when passed through whatever their clients and/or SMTP servers were, would often have the subject lines truncated to the first X characters. Others would have random spaces/linebreaks inserted in the middle of words -- ie, NOT on a word or hyphen boundary, often smack in the middle of the ticket number (having no fixed format for subject lines, I'd standardized on 'blahblahblah support case #xxxxxxxxx -- "subject they used to open the case"', making filtering easy, at least for me and hopefully them, since looking at the beginning of the subject, it was immediately evident what company the mail was from, and essentially what level of attention they could pay to it). Extraneous spaces/linebreaks/truncations would regularly wreak havoc on trying to filter on only the relevant emails, as would "new subject (was: blahblahblah support case . . .)". Ticket numbers at the end of the subject likely contain similar risks, and depending on the numbering convention being used (I really like the YYYYMMDD<randomish> approach, despite the length), the procmail filters pulling responses into the case might get really confused. Some creative regexes *might* make this easier to deal with, but I'm guessing not before people start seeing a bunch of extra new cases opened up due to subject mangling (I haven't looked at the current filters to see if they're "smart" in this regard). All that being said, what I remember glancing at the code, generating that style should be relatively simple, but parsing it back in, I'm not familiar enough to say. Alternatively, the canned ticketing text should also be pretty simple to change, to include, say, your company or division's name, so if your support customers are dealing with mail from multiple sources all using OTRS, there's still a quick "visual" filter available to them, as well as being able to sort by subject and keep all the mail from a single place together. Of course, if I haven't managed to convince you (or others think my reasoning's completely off-base here), I welcome responses. Mike -- Michael A. Gurski (opt. [first].)[last]@pobox.com http://www.pobox.com/~[last] 1024R/39B5BADD PGP: 34 93 A9 94 B1 59 48 B7 17 57 1E 4E 62 56 45 70 1024D/1166213E GPG: 628F 37A4 62AF 1475 45DB AD81 ADC9 E606 1166 213E 4096R/C0B4F04B GPG: 5B3E 75D7 43CF CF34 4042 7788 1DCE B5EE C0B4 F04B Views expressed by the host do not reflect the staff, management or sponsors. "The minute you read something you can't understand, you can almost be sure it was drawn up by a lawyer." --Will Rogers