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BUG: Looping ticket ID in subject if using %subject% in template

email ticket subject bug

2 replies to this topic

#1 lzst3rer

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Posted 13 November 2017 - 08:27 PM

Hello,

This bug was supposed to be fixed in Server 7.0.8.6 release but it still exists even after upgrade. I tried disabling MEMCACHED caching but it's still there.

How to re-produce bug:

1) Create new ticket from admin area.
2) Send reply from admin area, the recipient will see subject: "RE: [PUBLICTICKETID] Whatever subject you typed"
3) Send reply from recipient e-mail into LiveZilla, the subject will be: "RE: RE: [PUBLICTICKETID] Whatever subject you typed"
4) Send reply from admin area, the recipient will see subject: "RE: [PUBLICTICKETID] RE: [PUBLICTICKETID] Whatever subject you typed"
5) E-mailing back and forth will prepend "RE:" from recipient e-mail and LiveZilla will prepend "RE: [PUBLICTICKETID]" to ticket subject

This can be fixed in LiveZilla code. Livezilla should not not prepend "RE: [PUBLICTICKETID]" to e-mails it sends if the subject already contains this string. So, the code could check before rendering the "Preview" screen (when sending reply from admin): it should check if $subject contains [PUBLICTICKETID]: if it does have the string, do nothing; if this string doesn't exist in subject, then prepend it.

Hopefully this helps and please let me know if I can make any code modifications to test on our system.

Thanks!

#2 Patrick Keil

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Posted 14 November 2017 - 12:55 PM

Hi,

Thanks for bringing this to our attention.

I was able to reproduce this issue, a fix should be included in 7.0.8.7 coming later this week.

Cheers.

#3 lzst3rer

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Posted 18 November 2017 - 08:24 PM

I can confirm that all works well now in version 7.0.8.7.

Thank you.





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