Gerald, We have the Auto Response setting for the subject set to this: [MFAH Helpdesk:<OTRS_TICKET_TicketID>] <OTRS_CUSTOMER_SUBJECT>
IFor an email sent to our helpdesk I am expecting the auto-response sent email t have a subject line like this: [MFAH Helpdesk:1001234] This is the help subject asked Body of email…… Here is what I am getting as the user instead: [MFAH Helpdesk: 1001234]] [MFAH Helpdesk:<OTRS_TICKET_TicketID>] <OTRS_CUSTOMER_SUBJECT> I appears that the second variable <OTRS_CUSTOMER_SUBJECT> is not getting replaced with the actual customer email subject and instead it is repeating the entire variable value instead. What settings control this process? Thank you! Scott R. Morgan Director of Information Systems Mama Fu's Franchise Group 512-949-3229 Help desk (NEW!) 512-949-3236 Office/Cell (NEW!) sc...@mamafus.com / http://www.mamafus.com<http://www.mamafus.com/> From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Gerald Young Sent: Thursday, February 26, 2015 11:17 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Problem with Auto Response Subject line Without much to go on, it appears someone made a change to the Ticket Subject which doesn't need to manually/explicitly specify a ticket number. On Thu, Feb 26, 2015 at 11:44 AM, Scott R. Morgan <smor...@mamafus.com<mailto:smor...@mamafus.com>> wrote: Doera anyone have answer as to where to look to fix the issue described below? It appears something got changed with the auto response subject line settings on our system. Here is what we have in the Auto Response Subject Line setup: [MFAH Helpdesk:<OTRS_TICKET_TicketID>] <OTRS_CUSTOMER_SUBJECT> And here is what I am getting back as a customer when I send an email to helpdesk: Actual email subject line: test Auto Response email Subject line received by customer: [MFAH Helpdesk:1001748] [MFAH Helpdesk:<OTRS_TICKET_TicketID>] <OTRS_CUSTOMER_SUBJECT> I haven’t made any changes recently and this WAS working. Do I need to escape any of the text brackets I have defined as part of the response setup subject line? Thank you! Scott R. Morgan --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
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