Can title be the subject in email templates?

[apolloit]

Hello All,

I wonder if the default email subject (when either replying, or using the outbound email button) can be forced to use the title of the ticket?

I'm looking in the templates area - and there is nowhere to change the subject.

Any help much appreciated. Have a great day

Mike F

[RStraub]

Hey there,

the building of the subject is hardcoded, e.g. for responding (AgentTicketCompose) it's build with this code:

Code: Select all

        # prepare subject
        my $Tn = $Self->{TicketObject}->TicketNumberLookup( TicketID => $Self->{TicketID} );
        $GetParam{Subject} = $Self->{TicketObject}->TicketSubjectBuild(
            TicketNumber => $Tn,
            Subject      => $GetParam{Subject} || '',
        );

And finally sent with this code:

Code: Select all

        my $ArticleID = $Self->{TicketObject}->ArticleSend(
            ArticleTypeID  => $GetParam{ArticleTypeID},
            SenderType     => 'agent',
            TicketID       => $Self->{TicketID},
            HistoryType    => 'SendAnswer',
            HistoryComment => "\%\%$Recipients",
            From           => $GetParam{From},
            To             => $GetParam{To},
            Cc             => $GetParam{Cc},
            Bcc            => $GetParam{Bcc},
            Subject        => $GetParam{Subject},
            UserID         => $Self->{UserID},
            Body           => $GetParam{Body},
            InReplyTo      => $GetParam{InReplyTo},
            References     => $GetParam{References},
            Charset        => $Self->{LayoutObject}->{UserCharset},
            MimeType       => $MimeType,
            Attachment     => \@AttachmentData,
            %ArticleParam,
        );

So you'd have to customize the files to achieve that.

[apolloit]

Many thanks indeed for your kind reply. So quick!

I'd like to try changing this, but I'm not a confident coder. Would you mind letting me know the filename involved, and what you would change in there? I'm happy to back up the file and have a go at editing this.

All I want is the title to be reported in the subject (along with the normal ticket number).

Thanks again,

Mike F

[RStraub]

Right, so first locate the file:

Code: Select all

$HOME/Kernel/Modules/AgentTicketCompose.pm

then copy it to the Custom folder (so upgrades don't overwrite your change):

Code: Select all

cp -p $HOME/Kernel/Modules/AgentTicketCompose.pm $HOME/Custom/Kernel/Modules/AgentTicketCompose.pm

you might need to create the folders first:

Code: Select all

mkdir -p $HOME/Custom/Kernel/Modules

Then open the file and search for the prepare subject part. Change this part:

Code: Select all

        my $Tn = $Self->{TicketObject}->TicketNumberLookup( TicketID => $Self->{TicketID} );
        $GetParam{Subject} = $Self->{TicketObject}->TicketSubjectBuild(
            TicketNumber => $Tn,
            Subject      => $GetParam{Subject} || '',
        );

to this part:

Code: Select all

        my %Ticket = $Self->{TicketObject}->TicketGet(
            TicketID      => $Self->{TicketID},
            DynamicFields => 0,
            UserID        => 1,
        );
        my $Tn = $Self->{TicketObject}->TicketNumberLookup( TicketID => $Self->{TicketID} );
        $GetParam{Subject} = $Self->{TicketObject}->TicketSubjectBuild(
            TicketNumber => $Tn,
            Subject      => $Ticket{Title} || '',
        );

This should work for version 4.x, don't have a test envirorment for 5 yet

[apolloit]

Apologies for the delay sir. I really appreciate you explaining all that.

Having moved the pm file into the custom folder (which did exist), and editing it according to your instructions - everything worked like a charm.

Excellent help - and thank you

Have a Happy Christmas.

[RStraub]

Glad to help

[Charmacas]

Did anyone test this for Framework 5?

I think this way is Really practical because even if I am writing a third party the mail should include the title.

[jojo]

Use forward or reply

[Charmacas]

Of course you're right but why and when should I then use Outgoing eMail?

[wurzel]

Hi

outgoing email is a new mail to 3rd party without involving the customer.

Flo

[reneeb]

You can use StdSubject from OPAR: http://opar.perl-services.de/dist/StdSubject

[Charmacas]

Thank you very much reneeb! This is exactly what I was looking for and so it perfectly fits.