[SOLVED] Changed Reply Subject Template

[shaitand]

We are having trouble with a vendors email system and they believe it is caused by the brackets around the ticket number in replies. Is there any way to change this?

[crythias]

This is in
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;
    }

    # return subject for existing tickets
    if ( $Action eq 'Forward' ) {
        if ($TicketSubjectFwd) {
            $TicketSubjectFwd .= ': ';
        }
        if ( lc $TicketSubjectFormat eq 'right' ) {
            return $TicketSubjectFwd . $Subject
                . " [$TicketHook$TicketHookDivider$Param{TicketNumber}]";

But beware that it *might* have a problem to learn the ticket number if the []'s are removed or aren't replaced with ... something.
I haven't tested what would happen, but this only tells you where it's constructed (might yet be another place in Ticket.pm, but it'd likely be around this area.)

[jojo]

Brackets are allowed in subjects, so this won't help..

[shaitand]

Brackets may be allowed by spec but are uncommon and many vendors don't expect them (or are already using them in their own system). Changing the subject required a few changes in the code beside the area mentioned above. Attached is a patch that changes the square brackets out with -, adding the appropriate cleanup code but leaving the [] cleanup as well so it won't conflict with existing tickets. All changes are in Kernel/System/Ticket.pm.

Patch at:

http://bugs.otrs.org/show_bug.cgi?id=7834