We ended up reinstalling, and it now works as expected. Not sure what went wrong.
Regards On Mon, Apr 20, 2015 at 7:49 PM, Henry Combrinck <henrylcombri...@gmail.com> wrote: > Hi, > > Whether I use <OTRS_CUSTOMER_SUBJECT[20]> or <OTRS_CUSTOMER_SUBJECT> in > the Subject, I don't get any ticket number in the Subject line of the > auto-response. > > ie, "[Ticket#2015..." is not appearing in the Subject line as it does in > another installation of OTRS. > > So, this does not appear to be an issue of the subject string being too > long (eg, in my tests, I'm using a Subject of "test"). > > If I then use <OTRS_TICKET_TicketNumber> (ie, ignoring the original > Subject for test purposes) in the auto-response, OTRS then responds with > the following in the Subject line of the auto-response to the customer: > > [Ticket#2015042008000038] 2015042008000038 > > I don't know what to make of this strange behaviour, especially since this > is a fresh OTRS install on CentOS7. > > Regards > Henry > > On Mon, Apr 20, 2015 at 5:17 PM, LQ Marshall <qmarsh...@inetspace.net> > wrote: > >> Not certain that I completely understand the request… >> >> >> >> Have you tried removing the 20 character limitation to the >> <OTRS_CUSTOMER_SUBJECT[20]> variable? >> >> Use a shorter ticket ID – default is descriptive but long. >> >> >> >> >> >> On Sun, Apr 19, 2015 at 11:40 AM, Henry Combrinck < >> henrylcombri...@gmail.com> wrote: >> >> Hi there, >> >> >> >> Using OTRS 4.latest. >> >> >> >> We have a new installation of OTRS and things seem to be working fine, >> except that we cannot get a consistent Subject line with a ticket number >> included. >> >> >> >> For example, using the standard <OTRS_CUSTOMER_SUBJECT[20]> in the >> auto-response, it only includes whatever the client sent. ie, not >> "[Ticket#2015....] Rest of subject..." >> >> >> >> If I use the following: <OTRS_TICKET_TicketNumber> >> <OTRS_CUSTOMER_SUBJECT[20]>, then the result is something along these >> lines: >> >> >> >> "[Ticket#2015041908000541] 2015041908000541 Rest of subject..." >> >> >> >> I'm at a bit of a loss. I've compared it to another OTRS setup (also >> 4.x) which has been operating fine for years (upgraded all the way from >> 3.whatever), but cannot spot an issue. >> >> >> >> I'd appreciate any pointers. >> >> >> >> Thanks >> >> Henry >> >> >> --------------------------------------------------------------------- >> 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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