Automatic Reply and Response

[greermurray]

Hello, Good day.

My question is this, to see if someone can guide me ...

In response to automatic control I have to agree on a matter when a user or client sends a ticket by mail, the system sends an automatic reply with your own business.

the "problem" I have is that the client query answer that I give Reply to your email but it takes the issue of client ...

I would like the matter remained that I stipulated.

It would be possible to do this?

Greetings.

[greermurray]

I have seen that by giving any query Reply my clients business takes the number of the ticket and the issue of the customer, meaning that by default the system adds the start of the case number followed by the issue of ticket.

I would like to know where I can set file system that parameter, so that by giving Reply to a query from customers this can serparar with a dash (-) the ticket and the matter of the client.

PD.: I keep looking ...

Greetings.

[crythias]

I'd like to help, but I can't easily understand your English. (Your native language is Spanish?)
Basically, you'll just need to info on Edit Config Settings in Ticket -> Core::Ticket
If you want to modify Kernel/System/Ticket.pm:

Code: Select all

 # return subject for new tickets
    if ( $Param{Type} && $Param{Type} eq 'New' ) {
        if ( lc $TicketSubjectFormat eq 'right' ) {
            return $Subject . " [$TicketHook$TicketHookDivider$Param{TicketNumber}]";
        }
        if ( lc $TicketSubjectFormat eq 'none' ) {
            return $Subject;
        }
        return "[$TicketHook$TicketHookDivider$Param{TicketNumber}] " . $Subject;
    }