Torsten, Vielen Dank für die Antwort. So you still keep the ticket number in the e-mail subject? Like: Some kind of problem [Ticket# 828436453044] You know, my customer are very wary.... They would still get the mail deleted........... :-( That should be something the customer wouldn't so easily delete... Best regards, Harry Cruz P.S. By the way, I'm going to Germany in Dezember! :D 2007/11/12, Torsten Thau :

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Harry Cruz schrieb:

...

Hello, you all!

I'd like to know if there's a way to hide the ticket number from the customer. I've been facing some problems here. The customers sometime delete OTRS messages because they think it's some kind of virus! :P

...cool :-D

...

[Ticket#1010015550145]. Is there a way to avoid it? For example attaching the ticket number in a specific header within the response....

Any help is appreciated.

...just my 2 cents... The ticket subject is build in Kernel::System::Ticket - sub TicketSubjectBuild.

In a first approach we removed the ticket number completely from the subject and put it in the signature (). But it proved better to keep the ticket number in the subject and just put it at the end - for the customers the viruses where everywhere ;-)

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)

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