I’m trying to use HTML templates to make responding to tickets easier for my users. I’m having a problem creating a link to generate an email. The code I have is:
You have the ability to
update this ticket via email.
This always will generate a new ticket. If I add the in front of the #{$Ticket->id}, that at least puts the space in but same results. I’ve tried adding an "RE: " in front as well, and it still causes a new ticket.
If I do a Reply from the Autoreply email I get when the ticket is created, strip off the subject & just leave the queue tag the ticket gets updated correctly.
What am I doing wrong?
Stephen J. Cena
Supervisor/Systems Administrator - MIS/IT Dept
Quality Vision International
850 Hudson Ave
Rochester,NY 14620
Phone: 585-544-0450 x300
Please report email problems to: postmaster@qvii.commailto:postmaster@qvii.com
QVII MIS/IT Dept - We do what we must because we can.
“Thank you for helping us help you help us all.”
I suspect that you need to escape the “special” characters in your subject
value. I’ve used this with success:
Update this ticket via emailOn 14 February 2015 at 05:31, Cena, Stephen (ext. 300) SJC@qvii.com wrote:
I’m trying to use HTML templates to make responding to tickets easier
for my users. I’m having a problem creating a link to generate an email.
The code I have is:
You have the ability to update this ticket via email.
This always will generate a new ticket. If I add the in front of
the #{$Ticket->id}, that at least puts the space in but same results. I’ve
tried adding an "RE: " in front as well, and it still causes a new ticket.
If I do a Reply from the Autoreply email I get when the ticket is created,
strip off the subject & just leave the queue tag the ticket gets updated
correctly.
What am I doing wrong?
Stephen J. Cena
Supervisor/Systems Administrator - MIS/IT Dept
Quality Vision International
850 Hudson Ave
Rochester,NY 14620
Phone: 585-544-0450 x300
Please report email problems to: postmaster@qvii.com
QVII MIS/IT Dept - We do what we must because we can.
“Thank you for helping us help you help us all.”