New lines in the $title String
I'm using the How To here http://www.kace.com/support/resources/kb/article/How-To-Notify-Any-User-or-Group-by-Email-When-a-New-Help-Desk to send new ticket notifications via email.
I have customized the email template slightly so that it contains the following email link:
mailto:$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.
Answers (2)
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.
Comments:
-
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. - nwhyatt 11 years ago
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.