I'm having an issue and I would like to know if it is a but or if it is is the expected behaviour.
I have changed Ticket::SubjectFormat to "none", so my notifications do not include the ticket number in the subject line. I'm using the mail header to check related incoming mail (PostMaster::CheckFollowUpModule###0200-References is enabled). Both features are working correctly: related mails get added as followups and no subject gets the ticket number.
Now, I have created a new ticket notification and have set the subject of that notification to be:
When the notification is sent, the subject gets generated just as:[<OTRS_CONFIG_Ticket::Hook><OTRS_TICKET_TicketNumber>] [<OTRS_TICKET_State>] [<OTRS_TICKET_DynamicField_ExpedienteValora_Value>] [<OTRS_OWNER_UserFirstname> <OTRS_OWNER_UserLastname>]
I have also tried with this in the ticket notification subject ("Ticket#" is my "<OTRS_CONFIG_Ticket::Hook>"):[<OTRS_TICKET_State>] [<OTRS_TICKET_DynamicField_ExpedienteValora_Value>] [<OTRS_OWNER_UserFirstname> <OTRS_OWNER_UserLastname>]
Same result: the "[<OTRS_CONFIG_Ticket::Hook><OTRS_TICKET_TicketNumber>]" part is missing. I have even written the subject with an explicit ticket number and OTRS does not add it to the subject...[Ticket#<OTRS_TICKET_TicketNumber>] [<OTRS_TICKET_State>] [<OTRS_TICKET_DynamicField_ExpedienteValora_Value>] [<OTRS_OWNER_UserFirstname> <OTRS_OWNER_UserLastname>]
But if I set the ticket notification subject to be:
To my surprise, the notification subject is created correctly!![Ticket##<OTRS_TICKET_TicketNumber>] [<OTRS_TICKET_State>] [<OTRS_TICKET_DynamicField_ExpedienteValora_Value>] [<OTRS_OWNER_UserFirstname> <OTRS_OWNER_UserLastname>]
Seems as if "Ticket::SubjectFormat = none" removes the "[<OTRS_CONFIG_Ticket::Hook><OTRS_TICKET_TicketNumber>]" part of the subject, no matter if it is created with tags or writen explicitly. Please note that the same tags DO work within the BODY of the message.
How can I send a notification with the ticket number in the subject line with Ticket::SubjectFormat set to "none"??
Thank you!