Wrong new client name

robcias

HiAt the beginning sorry for my bad english.When new client sending an email to create new ticket then the new user is also created. For example new client name is John Smith and he is working in company named "Hotpin Sp. z o.o.".His display name in his mail client is "John Smith Hotpin Sp. z o.o.".And my problem is that osticket in this moment creates client which name is "John z".Osticket is taking the Z letter from the company name and assigning it to client name. How can i fix this issue ?Is there any way to set osticket to take the two first words from the mail client name ?Also i have problem with the quotation marks because some clients have also these marks in client name displayed at the begining and at the end and osticket adds these marks for example in my email reply to client.Im using Osticket 1.8.1.1Thank you very much for you repliesRob blank

ntozier

I am not able to replicate the issue that you have reported.Are you sure thats not a pre-existing user? Either way you can edit the user and fix his name.Out of curiosity what do you have set for Admin panel -> Settings -> Default Name Formatting:

robcias

Default Name Formatting: was First Last and i have changed to -- As Entered -- and its much better but still email templates takes the wrong words but now in scp panel is ok. Is there any variable to set in email templates to take also name as entered like in default name formatting ???Yes i know i can edit the user and change users name but i have to do it with every user who has company name next to their own name. And i,m sure this is not pre-existing user because its hapening for every new user who never send email to osticket. The problem is, every user in my company has got company name next to their name.You can even test it by configuring some email address which you dont have in your database and set next to name of sender also company name like "First name Last name Company name Sp. z o.o." and set the Admin panel -> Settings -> Default Name Formatting LastI think it's a bug which could bee corrected in the future versionsThank you very much for your helpBest RegardsRob

ntozier

You can even test it by configuring some email address which you dont have in your database and set next to name of sender also company name like "First name Last name Company name Sp. z o.o." and set the Admin panel -> Settings -> Default Name Formatting Last

Actually that's exactly what I did to test this on my system. I couldn't replicate it.I'll try it again though...Anyone else having this issue?

ntozier

Okay so I just made a new gmail account and sent an email with it to my ticket system. Once again it did not do what you are describing. So I'm at a bit of a loss.

robcias

Can you try to configure that gmail account in some mail client for example mozilla thunderbird ???Also can you add exactly the same customer name as i did for testing ? (John Smith Hotpin Sp. z o.o.)Sorry for not replying but i was unavaible in last 7 days

ntozier

You want me to download and install Thunderbird.Then you want to me to configure it to send/receive my GMail account... But you want me to set my name in the client to "FIRST LAST COMPANY Sp. z o.o."Why in the world would anyone logically set their name to something like that?Your idea to test in this way will not work, because I have already emailed my ticket system from my gmail account, so it already has my name and email address already. However if thats what you are doing then I think that we have found the problem. Try surrounding the name in quotes like this:"John Smith Hotpin Sp. z o.o."Periods are a special character in email. See RFC at https://tools.ietf.org/html/rfc2822