[SOLVED] include "mailto" in Notifications Event

[Giulio Soleni]

Hi,
I would like to include a mailto link to allow agents to reply to tickets via email by clicking the link.
There is no problem with auto responses and with Agent Notifications which allow a html editing of the body of the message.
However I have also some Notifications (Event) that may be edited in plain text.
Indeed the mailto link is normally correctly interpreted but problem really exists when I use some OTRS tags in the mailto link that comprise blanks:

In the Agent Notifications I use the following (and it works):
<a href="mailto:help-test@iks.it?subject=[Ticket#<OTRS_TICKET_TicketNumber>] <OTRS_TICKET_Title> &body=%5Breply%5D">Reply</a>

In the Notifications (Event) I directly put the following:
mailto:"help-test@iks.it?subject=%27%5BTicket#<OTRS_TICKET_TicketNumber>%5D%20<OTRS_TICKET_Title>%27&body=%5Breply%5D"

but as soon as <OTRS_TICKET_Title> gets expanded in something like "subject with blanks inside" agents receive a notification with an incomplete link... something like:
mailto:"help-test@iks.it?subject=%27%5BTicket#2011041410000016%5D%20subject with blanks inside%20%5BAGT%5D%27&body=%5Breply%5D"

Where are OTRS tags expanded to compose the Notifications body?
It would be enough to substitute a "%20" with the simple blank to get the result.

Thank you

[Giulio Soleni]

I have solved my issue touching the /opt/otrs/Kernel/System/Ticket/Event/NotificationEvent.pm the following way:

Original ... around line #483

Code: Select all

    483     # ticket data
    484     my %Ticket = $Self->{TicketObject}->TicketGet( TicketID => $Param{TicketID} );
    485     for ( keys %Ticket ) {
    486         next if !defined $Ticket{$_};
    487         $Notification{Body}    =~ s/<OTRS_TICKET_$_>/$Ticket{$_}/gi;
    488         $Notification{Subject} =~ s/<OTRS_TICKET_$_>/$Ticket{$_}/gi;
    489     }

Modified (code comprised between # GSO EDIT START and # GSO EDIT END)

Code: Select all

    # ticket data
    my %Ticket = $Self->{TicketObject}->TicketGet( TicketID => $Param{TicketID} );
    for ( keys %Ticket ) {
        next if !defined $Ticket{$_};
    # GSO EDIT START
        if ($_ eq 'Title')
        {
          my $UnderscoredTitle = $Ticket{Title};
          $UnderscoredTitle =~ s/\s+/\%20/g;
          $Notification{Body} =~ s/<OTRS_TICKET_UTitle>/$UnderscoredTitle/gi;
          $Notification{Body} =~ s/<OTRS_TICKET_Title>/$Ticket{Title}/gi;
        }
    # GSO EDIT END
        $Notification{Body}    =~ s/<OTRS_TICKET_$_>/$Ticket{$_}/gi;
        $Notification{Subject} =~ s/<OTRS_TICKET_$_>/$Ticket{$_}/gi;
    }

Then, inside the notification body, whenever I want to use a string like "Ticket%20Title%20With%20Blanks" I will use <OTRS_TICKET_UTitle>.
When, instead, I would like to use a string like "Ticket Title With Blanks" I will use <OTRS_TICKET_Title>.