Solving the Outlook Express subject replacement problem
Hi, Is it possible (I ask before digging too far in the configuration file) to replace the colon that precedes the ticket number with a hyphen? For example, instead of: [ID#: 20020505000001] Have OTRS use: [ID#-20020505000001] It seems that regardless of the length of a ticket identifier, Outlook express will replace the text in the subject line preceding the first colon, in our case "[ID#:" is replaced with "Re:" I will continue to explore defaults.pm and see if there's something I'm missing, but I don't recall seeing that configuration option. Thanks, Paul
Hi,
Hi,
Is it possible (I ask before digging too far in the configuration file) to replace the colon that precedes the ticket number with a hyphen?
<snip> I dug into the source and it appears that the colon (:) is hardcoded into the source. While looking through this, I noticed that replies are sent in this format: [$TicketHook: $TicketNumber] Re: $Subject (variables not literal) This would probably be better changed to: Re: [$TicketHook$TicketDivider$TicketNumber] $Subject To prevent problems with clients that strip everything before the first colon. I have been simply removing the : out of the source and changed the TicketHook to "ID#-" Hope this works! :D Paul
Hi Paul, On Mon, May 05, 2003 at 07:17:28PM -0400, Paul wrote:
Is it possible (I ask before digging too far in the configuration file) to replace the colon that precedes the ticket number with a hyphen? <snip>
I dug into the source and it appears that the colon (:) is hardcoded into the source. While looking through this, I noticed that replies are sent in this format:
[$TicketHook: $TicketNumber] Re: $Subject (variables not literal)
This would probably be better changed to:
Re: [$TicketHook$TicketDivider$TicketNumber] $Subject
To prevent problems with clients that strip everything before the first colon.
I have been simply removing the : out of the source and changed the TicketHook to "ID#-"
Hope this works! :D
Should work. A config option (TicketDivider) is on the todo list! ;)
Paul
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- nohl: 3:28am up 80 days, 12:52, 6 users, load average: 0.09, 0.13, 0.15
On Mon, 5 May 2003, Paul wrote:
I dug into the source and it appears that the colon (:) is hardcoded into the source. While looking through this, I noticed that replies are sent in this format:
[$TicketHook: $TicketNumber] Re: $Subject (variables not literal)
This would probably be better changed to:
Re: [$TicketHook$TicketDivider$TicketNumber] $Subject
To prevent problems with clients that strip everything before the first colon.
I have been simply removing the : out of the source and changed the TicketHook to "ID#-"
What file(s) might we make that change in? ;) -CA
Hi Christopher,
What file(s) might we make that change in? ;)
It ended up being a little more complex than that. There were a number of file edits that needed to be made due to the way OTRS checks existing subject lines. I had to change a few regexs around as well. If I can figure out how to create a diff, I'd be happy to send it to you. Just about to get to bed, but I'll try in the morning. Best wishes, Paul
participants (3)
-
Christopher Allen [BigFatPipe.Net] -
Martin Edenhofer -
Paul