Remove Re: or Fwd: from ticket title

[HervE]

Hello forum,

I'd like to have Re: or Fwd: prefixes automatically removed from ticket title at the creation.
How do you think I could manage easily?
Filters? Generic agent? other?

Regards,
HervE

[crythias]

How often is a new ticket the result of a Reply or FWD? How can you mitigate that?

[HervE]

How often is a new ticket the result of a Reply or FWD?

Whenever a customer sends his request to the wrong people, and these people forwards, or replies, to the support team. Let's say around 20% of the incoming new tickets.

How can you mitigate that?

No way. I can not be responsible of what comes into our OTRS.

So, any idea of how to automatically modify, for instance, "Fwd: blah blah" into "blah blah" only?

Regards,
HervE

[crythias]

There's not a good answer out of the box.

I'm thinking along the lines of postmaster filter. You could add X-OTRS-Title to the PostMaster list and see how that works.

match Subject re: (.*)
set X-OTRS-Title [***]

otherwise, procmail recipes, fetchmail filters (?) http://www.fetchmail.info/ , programmed PostMaster filter, manually change it in Free Fields, etc.

[HervE]

Hi crythias,

Thanks for your answer.

I tried to add X-OTRS-Title to the Postmaster list (in SysConfig), but it doesn't modifies the title at all.
See what I find in the log:
[Thu Aug 16 11:50:03 2012][Notice][Kernel::System::PostMaster::Filter::MatchDBSource::Run] Filter: 'test modif titre' Set param 'X-OTRS-Title' to 'titre modifié'

The filter applies, and I am sure param 'X-OTRS-Title' is set to the modified value.
Still the ticket title keeps the original value.

My guess is a mapping is missing somewhere between param 'X-OTRS-Title' and the real field title from ticket table in the database.
Your opinion?

Regards,
HervE

[crythias]

eh. I really think PostMasterFilter is probably the wrong place. Try X-OTRS-Subject and if not that, you may want to consider modifying the code for the ticket numbering parser.

[HervE]

Try X-OTRS-Subject

I tried to add X-OTRS-Subject in PostMaster list through SysConfig.
Then I have a postmaster filter on Subject='test_titre' => X-OTRS-Subject='titre_modifié'.
I know this filter is properly called because I can see it in the log:
[Thu Aug 16 16:14:03 2012][Notice][Kernel::System::PostMaster::Filter::MatchDBSource::Run] Filter: 'test modif titre' Set param 'X-OTRS-Subject' to 'titre modifié'
However, the ticket title remains equal to the subject of the incoming mail.

Isn't there a mapping or so?
In other words, where in the code is it 'written' that X-OTRS-TicketValue1 is linked to field freetext1 from table ticket (for instance)?
How does the system 'know'?

Regards,
HervE

[HervE]

Has anyone got any idea?

Regards,
HervE