Jumbled formatting of new ticket and auto response to new ticket

[racassel]

Version 26.0.0.2 - Have had this problem forever, and it is bugging me again. The incoming new service request header is appending an extra subject and places the TKTNO filed in the middle or at the end of the subject. We expect it to be in the front of the subject.

Examples:

Original incoming request: "My test ticket subject, ticketno SHOULD be placed in front [TKT-0500-25051]"

Autoreply: "RE: My test ticket subject, ticketno SHOULD be placed in front [TKT-0500-25051] My test ticket subject, ticketno SHOULD be placed in front"

TEMPLATE: Ticket - Auto Response to Client (Email-to-Ticket) Custom (Default)
SUBJECT: [TKT-<CMTLBLDATA_FLDTKTTICKETNO>] <CMTLBLDATA_FLDTKTCLCPROBLEMFIRSTLINE>

Obviously, the autoreply subject appearance is not professional. We have to clean up our manual replies before sending, but this breaks the chain and creates a new chain.

Manually sending an email from this template works as expected, the subject is just jumbled with the automation.

[Support Team]

Thank you for posting this.

When an auto-response is triggered, it behaves like a standard reply to the email, i.e. the original email subject remains the same and additional details are appended to it. For example, the default system email template that is used for sending the auto-response contains only the Ticket number field.

This email template can be customized like in your case, however adding the field <CMTLBLDATA_FLDTKTCLCPROBLEMFIRSTLINE> , that represents the first line of the Ticket description, however, based on the details on how this work just above, the email subject line might get duplicated as the original is used too (again, just like if you hit reply in Outlook or Gmail).

You may consider using this field for other email templates and scenarios, for example, those used for sending notifications to customers about their ticket being closed, ticket status changes or for emails sent manually from the application.

Long story short, the auto-response email already has the original customer's subject line there, there's no need to duplicate it, however, you can append it.

Hope this helps.