Hello guys, New to this forum and probably starting with a silly question, but I trust on collective knowledge and I'm pretty sure some of you have had the same concerns.It's the first time using  osTicket and I've implemented its latest version to find an interesting situation when responding to a ticket that has been created on another ticketing system.Background:One of our email addresses is the support@... account and that address is used to receive notifications from a partner's portal that also generates its own tickets (don't know if its osTicket or not, but that's not important); consequently our osTicket system generates a new ticket number when an email (notification) comes from that partner portal to the support@... email account.Issue:When posting a Reply, through osTicket, to above mentioned notification, we immediately receive a bouncing email saying Subject "Support || ---! Mail Address Rejected !---"; after sending raw email's headers with no issues with email addresses, the partner responded saying:The main issue here is that you are inserting your own ticket ID into the subject line which is not oursRe: Re: Support || Ticket Updated (Ticket ID 191949) #193716On above example, Ticket ID 191949 is partner ID number and #520929 and  #193716 are ticket numbers generated by our osTicket system.Question:Is it possible to achieve something like creating a Ticket Filter that checks Filter Rule: when an email comes from this partner address, like partner@theirdomain.com and then creating a Filter Action: to not include (or remove) osTicket's Ticket # into Reply's Subject line?I'd appreciate your comments.Regards,Alberto

The only thing I can think of out of the box would be to setup a different Dept. You can then have a different email template for that new Dept that does not include the ticket number in the subject line.

nortelvoip's suggestion should work, but if you want to keep it in the same department you would have to create your own FilterAction, I haven't tried to do it but judging by the code it should be no problem to do it via a plugin, so what kind of flexibility are you looking for?Search using regex and then let you decide what it replaces it with?

Thanks guys,I like nortelvoip's suggestion, but I'm more interested in keeping it in the same department, as Mike1101 pointed; the problem is that I'm not sure what FilterAction must be triggered.Mike1101 what did you mean by asking what kind of flexibility am I looking for? Sorry, but I'm not a programmer.I believe my "flexibility" is simple and your inputs gave me an idea that I'll test as following:Checking for the Email-From field, let's say partner@theirdomain.comAssign the ticket to a "phantom" department that will have the same email address support@mydomain.com but different email template without "my ticket" number on the subject; I can make a reference to "my ticket" number in the email's response body.I'll keep you posted.Thanks guys

What I meant with flexibility is if you want to either just tell the system remove the ticket number from the subject field based on what is configured in the number field or if you want to make it possible to use it for more purposes so you'd want to be able to do something like, if text contains bla replace it with foo.Or if you want to do it even further a regex expression that replaces with what you specify, regex is more complex but will be able to find pretty much any pattern you could think of.

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