4 Replies Latest reply on Aug 25, 2015 10:46 AM by boslaw

    Customized Email Subject Line and Reply-Notes

    techadrian

      So, using the info from this old forum post:

      Help Desk Software Forums by Web Help Desk - Customize E-mail Subject Line

      I was able to create CustomLabels.properties and change the subject lines to include the useful info at the front:

      Instead of:

      Ticket 999 Open (Updated) --> Ticket Subject Line: Start of ticket descriptio...
      It's now:
      OurHelpDeskName: Ticket Subject Line: Start of ticket descriptio... [#999 Open (Updated)]

       

      That works fine, except now when people hit reply on their email client, a new ticket gets generated instead of a note getting added, which is the normal functionality on an unmodified Labels.properties file.  Yes, we can still use the "Add Note" link in the email, but I'd like our custom subject line without breaking the reply functionality.  How can I make this happen?

       

      My CustomLabels.properties file contains:

      email.msg.updated.subject.client = EngHD: <var4> [#<var1> <var2> (Updated)]

      email.msg.updated.subject.client.closed = EngHD: <var4> [#<var1> <var2>]

      email.msg.newTicket.subject.client = EngHD: <var4> [#<var1> <var2>]

      email.msg.approval.subject.client = EngHD Approval Request: <var4> [#<var1> <var2>]

       

      What am I missing to make replies work again? 

       

      Thanks!

        • Re: Customized Email Subject Line and Reply-Notes
          techadrian

          I should also mention that it looks like there's a feature request to be able to customize email subjects:

          http://thwack.solarwinds.com/ideas/3321

          So if you'd like to be able to change up the email subjects but don't know how to fix my issue, you can still vote on this request!

          Thanks.

          • Re: Customized Email Subject Line and Reply-Notes
            techadrian

            I entered a SolarWinds support ticket and got this resolved.  For anyone else wanting to customize their Email subject lines without breaking reply-note functionality, the trick is to have "Ticket 999" together somewhere in there.  The actual code is "{lbl.ticket} <var1>"

             

            So my CustomLabels.properties file now looks like this:

             

            email.msg.updated.subject.client = EngHD: <var4> [{lbl.ticket} <var1> <var2> (Updated)]

            email.msg.updated.subject.client.closed = EngHD: <var4> [{lbl.ticket} <var1> <var2>]

            email.msg.newTicket.subject.client = EngHD: <var4> [{lbl.ticket} <var1> <var2>]

            email.msg.approval.subject.client = EngHD Approval Request: <var4> [{lbl.ticket} <var1> <var2>]

             

            Which yields subject lines like:

            EngHD: More email reply / note testing: Changed the su... [Ticket 587 Closed]

            Instead of

            Ticket 587 Open (Updated) --> More email reply / note testing: Changed the su...

             

            Which is much more useful to us.