Add ticket number into an email (mailto:) link

[carisu]

We want to put an email link in our standard signature as a means of allowing the customer to contact us regarding complaints about the service they've received.
This email is going to a separate email address, but it gets routed back to OTRS, and the email should be added to the ticket in the usual manner (although we have separate postmaster filtering to set priority etc).

The problem is that when I put [Ticket#<OTRS_TICKET_TicketNumber>] in the subject line of the email link, the <OTRS_TICKET_TicketNumber> tag does not get converted into the ticket number, and so won't be automatically associated with the ticket.
From doing a bit of investigation, I can see that Kernel::System::TemplateGenerator::_Replace does the work of replacing the tags, but that in RichText (HTML) mode, it only searches for < and > for < and >, and not also %3C and %3E which they get converted to when in a quoted attribute in HTML.

I can easily fix this by creating my own TemplateGenerator.pm custom file, but I'd rather not as this may break future OTRS upgrades if this file is changed.
Has anyone else come across this problem or can think of a work-around?

[crythias]

email link in our standard signature

In otrs?
If you *forward* a ticket to the separate email address, you can delete extraneous content but it acts like a "Response/Reply" and puts the ticket number in the subject.
Otherwise, you can put the ticket number in the signature and turn on the feature of OTRS to search for followups in the body of the ticket.

[carisu]

email link in our standard signature

In otrs?

Yes - If you go into the Signatures admin screen, OTRS allows you to enter tags, such as <OTRS_TICKET_TicketNumber> to put the ticket number in. What it also allows you to do is add links, both to web pages, but also as email links (ie the email recipient will compose a new email with To, Subject, Body already set when they follow the link).
Although the ticket number tag would probably not be of much use to display it in the text of the signature, it would be useful to add it into the subject line of an email link, as this would allow the email to be detected as belonging to that ticket when it comes back into OTRS.
This is where the problem occurs, because the < and > get encoded to different characters sequences in HTML dependent on whether they are in quotes or not. However, the OTRS encoder is only replacing those not in quotes, and all the links are inside quotes.

[crythias]

you can also click the source button and try there.