Email Tag

Hello all
I am working with an automated email process between two systems. The system sending the email requires that the subject line not be change in the response. So I need to remove the [rtname #12234] from the subject line.

What is the best way to accomplish this? I have tried both scripts and a template.

My current template is as follows. This was my latest attempt to remove the tag.

RT-Attach-Message: yes
{
my $comapreStr = $Ticket->Subject;
my $stringend = index($comapreStr, “]”) + 1;
$subject = substr $comapreStr, $stringend;
$subject = $subject . " Accepted";
}
$subject;
}

{$Transaction->Content()}

Thanks in advance for the help.

Thanks
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726 * 262-783-6261 ext. 2296
bbaker@copesan.commailto:bbaker@copesan.com
www.copesan.comhttp://www.copesan.com/
“Servicing North America with Local Care”

Hello all

I am working with an automated email process between two systems. The
system sending the email requires that the subject line not be change
in the response. So I need to remove the [rtname #12234] from the
subject line.

What is the best way to accomplish this? I have tried both scripts
and a template.

Others might chime in with better solutions but RT tries very hard to
keep ticket replies/comments together. One is using the tag in the
subject line, another is using X-Headers. If you add the right header in
your template you should be able to remove the tag in the subject line.

Regards,

Joop

Is there somewhere I can go to find information about the X-headers?

Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726 * 262-783-6261 ext. 2296
bbaker@copesan.commailto:bbaker@copesan.com
www.copesan.comhttp://www.copesan.com/
"Servicing North America with Local Care"From: rt-users [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Joop
Sent: Tuesday, June 30, 2015 9:53 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Email Tag

Hello all
I am working with an automated email process between two systems. The system sending the email requires that the subject line not be change in the response. So I need to remove the [rtname #12234] from the subject line.

What is the best way to accomplish this? I have tried both scripts and a template.
Others might chime in with better solutions but RT tries very hard to keep ticket replies/comments together. One is using the tag in the subject line, another is using X-Headers. If you add the right header in your template you should be able to remove the tag in the subject line.

Regards,

Joop

Bryon Baker bbaker@copesan.com schreef op 30 juni 2015 17:14:03 CEST:

Is there somewhere I can go to find information about the X-headers?

For example.


Your mail from RT.

Joop