I'm using the How To here http://www.kace.com/support/resources/kb/article/How-To-Notify-Any-User-or-Group-by-Email-When-a-New-Help-Desk to send new ticket notifications via email.

 

I have customized the email template slightly so that it contains the following email link:
mailto:$submitter_email?subject=[TICK:$ticknum]-$title&cc=itsupport@mycompany.com.au

 

This mainly works well except sometimes a magical "New Line" gets added to the $title string, so you end up with
mailto:LeeS@mycompany.com.au?subject=[TICK:126]-New
Employee&cc=itsupport@mycompany.com.au

and the mailto link ends up looking like this:
Employee&cc=itsupport@mycompany.com.au
which will obiously not work.

 

Any help would this issue would be appreciated.

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The space between New and Employee is causing this to fail.  To test, try it without the space, something like "new-employee".

This happens most likely because the K1000 is BSD based and spaces don't parse well.  You might try using an escape character like "\" in front of $title.

If that doesn't work, submit a support ticket so it can be looked into.

Answered 10/30/2012 by: jknox
Red Belt

  • Thanks for your reply.

    This certainly is an issue when there is no space in the ticket title but I dont really think its practical to ask users not to put spaces in the ticket title.

    I added a "\" before the $title (mailto:$submitter_email?subject=\[TICK:$ticknum]-$title&cc=itsupport@mycompany.com.au). This appears to work 80% of the time but some are still having the same problem.
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I managed to create a workaround for this issue using a simple REPLACE command.

I added this line to the start of the SQL statement, under the existing "HD_TICKET.TITLE" Line:
REPLACE(HD_TICKET.TITLE, ' ', '_') AS CLEANTITLE, -- $cleantitle

This will replace all of the spaces with underscores which stops KACE/Outlook from adding the extra line breaks.

So my mailto link now looks like:
mailto:$submitter_email?subject=[TICK:$ticknum]-$cleantitle&cc=itsupport@mycompany.com.au

I hope this helps others that might have this issue.

Answered 11/27/2012 by: nwhyatt
Senior White Belt

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