[rt-users] dealing with replies with quoted text via an email link

[Steffan Vigano]

First off.... thanks for a great tool.  It's helped us out tremendously.

OK... here we go.  In an effort to keep all the quoted text in replies 
out of our DB and keep the tickets a bit more readable, I've been 
playing with adding a link to comments that would allow a single click 
to create a new, empty, email back to the queue with the correct subject 
so it gets added to the correct ticket.

I've come close, but am having issues getting it to work in a variety of 
email clients.  Seems not all email clients parse "%20" correctly, or 
continue to parse where a variable has been inserted.  Is there another 
way I can get the complete TicketID with the system name intact?   For 
example, [BCSH #100],   versus just the TicketID of 100 with a 
combination of "%20"'s.  Here's what I have so far... they work to 
limited success.  Any ideas would be greatly appreciated!

    
"mailto:support at domain.com?subject=[BCSH%20#{$Ticket->id}]%20Regarding 
{$Transaction->Subject || $Ticket->Subject || "(No subject given)"}"

or since most email clients auto-hyperlink email addresses anyway:
    
"{$Ticket->QueueObj->CorrespondAddress()}?subject=[BCSH%20#{$Ticket->id}]"

One other issue is that, if you don't include some other text in the 
subject along with the TicketID string, like that second example, you 
get a blank subject back on all the other outbound tickets, versus the 
original ticket subject.  Anyway, to force the subject of all outbound 
emails to use the original ticket subject versus whatever the subject of 
the email was that was sent in?

Thanks again,
Steffan

-- 
Steffan Vigano
Booth Creek Ski Holdings
Information Technologies
http://www.boothcreek.com