[rt-users] Correct formatting for "respond by email" link

[Alex Peters]

I suspect that you need to escape the "special" characters in your subject
value.  I've used this with success:

<a href="mailto:xxx at yyy.zzz?subject={
  require URI::Escape;
  URI::Escape::uri_escape(sprintf(
    'Re: [XXX #%s] %s',
    $Ticket->id,
    $Ticket->Subject
  ))
}">Update this ticket via email</a>

On 14 February 2015 at 05:31, Cena, Stephen (ext. 300) <SJC at qvii.com> wrote:

>  I'm trying to use HTML templates to make responding to tickets easier
> for my users. I'm having a problem creating a link to generate an email.
> The code I have is:
>
> <tr><td>You have the ability to <a href="
> mailto:{$Ticket->QueueObj->CorrespondAddress}?subject=[{$Ticket->QueueObj->SubjectTag
> <%7B$Ticket-%3EQueueObj-%3ECorrespondAddress%7D?subject=[%7B$Ticket-%3EQueueObj-%3ESubjectTag>
> || $rtname} #{$Ticket->id}]">update this ticket via email</a>.</td></tr>
>
> This always will generate a new ticket. If I add the   in front of
> the #{$Ticket->id}, that at least puts the space in but same results. I've
> tried adding an "RE: " in front as well, and it still causes a new ticket.
>
> If I do a Reply from the Autoreply email I get when the ticket is created,
> strip off the subject & just leave the queue tag the ticket gets updated
> correctly.
>
> What am I doing wrong?
>
> Stephen J. Cena
> Supervisor/Systems Administrator - MIS/IT Dept
> Quality Vision International
> 850 Hudson Ave
> Rochester,NY 14620
> Phone: 585-544-0450 x300
> * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *
> Please report email problems to: postmaster at qvii.com
>
> QVII MIS/IT Dept - We do what we must because we can.
> "Thank you for helping us help you help us all."
> * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *
>
>
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