Character limit while sending an email to OTRS occured a line break

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drodralv
OTRS newbie
Posts: 12
Joined: 26 Jul 2019, 08:25
OTRS Version?: 5.0.28

Character limit while sending an email to OTRS occured a line break

Post by drodralv » 08 Oct 2019, 16:07

Hi!

While sending an email to OTRS, we add some tags so the mail incoming filter is setting up accordingly some queues and services for the ticket.

Whenever the whole line is very long, about 78 characters, the line breaks so the OTRS is not reading properly the service (in this case, sometimes also queue) and is not assigning the real service properly to the ticket.

Are you aware to such a limit? When we see the autoreply email from OTRS, the line breaks the service.

I tried replacing spaces for underscore and it works. For example the service would be "USER ACCOUNT COMPLIANCE" so i replaced it by "USER_ACCOUNT_COMPLIANCE" and even if the line is 78 characters long, OTRS is reading properly the service.

Could you help me with this? I would like to know if will be any other solution than creating new services and whole impact that may have as the services are being used now in Production.

Thanks!

root
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Joined: 18 Dec 2007, 12:23
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Real Name: Roy Kaldung
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Re: Character limit while sending an email to OTRS occured a line break

Post by root » 08 Oct 2019, 16:26

Hi,

I recommend using X-OTRS-Header or the GenericInterface. This is should be easier to handle and nothing is related to the subject of an e-mail.

- Roy
OTRS 4/5/6 CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

You need professional services? Check out https://www.znuny.com/

drodralv
OTRS newbie
Posts: 12
Joined: 26 Jul 2019, 08:25
OTRS Version?: 5.0.28

Re: Character limit while sending an email to OTRS occured a line break

Post by drodralv » 08 Oct 2019, 18:14

Hi,

Thank you for your answer.

We are using the body of the email to filter the tags ## and then set that value found as X-OTRS-Queue or whatever we want to.

root
Moderator
Posts: 1807
Joined: 18 Dec 2007, 12:23
OTRS Version?: 4/5/6
Real Name: Roy Kaldung
Company: Znuny Inc.
Contact:

Re: Character limit while sending an email to OTRS occured a line break

Post by root » 08 Oct 2019, 18:19

Hi,

You are aware that you can set the X-OTRS-* header outside of OTRS? There is no need to do this with a PostMaster filter.

- Roy
OTRS 4/5/6 CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

You need professional services? Check out https://www.znuny.com/

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