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When cleaning subjects (i.e., removing all errant Re:, Fwd:, etc. before replying), Outlook's non-standard prefixes like AW:, WG: should be removed as well, i.e. a reply to a message with subject "AW: [Ticket#...] Re: AW: Re: test" should be "Re: [Ticket#] test".
Actual behaviour
Only the prefixes that Znuny would use itself, i.e. as configured in Ticket::SubjectRe and Ticket::SubjectFwd are removed, leaving all others behind. In above example, the reply would be something like "Re: [Ticket#] AW: AW: test" or "AW: [Ticket#] Re: Re: test"
How to reproduce
Steps to reproduce the behavior:
Create an outgoing email ticket.
Reply, in mail client, to ticket. Add a couple of Re: and AW: to the subject to pretend you've been mailing back and forth between a German Outlook installation using "AW:" and a RFC-compliant client using "Re:".
Reply to this reply in OTRS
See what the subject line is like.
Additional information
I've tried a local patch: in Kernel/System/Ticket.pm, function TicketSubjectClean, I've changed to:
# remove leading number with configured "RE:\s" or "RE[\d+]:\s" e. g. "RE: " or "RE[4]: "
#$Subject =~ s/^($TicketSubjectRe(\[\d+\])?:\s)+//i;
# hotpatch 20210414 ums: Outlook generates language variations.
$Subject =~ s/^((Re|SV|Antw|VS|REF|AW|RIF|SV|BLS|RES|Odp|YNT|ATB)(\[\d+\])?:\s)+//i;
# remove leading number with configured "Fwd:\s" or "Fwd[\d+]:\s" e. g. "Fwd: " or "Fwd[4]: "
#$Subject =~ s/^($TicketSubjectFwd(\[\d+\])?:\s)+//i;
# hotpatch 20210414 ums: Outlook generates language variations.
$Subject =~ s/^((Fwd|VS|Doorst|VL|TR|WG|FS|TRS|VB|RV|ENC|PD|ILT|YML)(\[\d+\])?:\s)+//i;
Thank you for this idea. Since the 6.0.x branch is marked as a long term branch I'd like to keep this for the upcoming feature branch. And of course, this setting should be a configuration.
Implementing this for 6.0 as an add-on might be possible by overloading the TicketSubjectClean() of Ticket.pm, but we have our hands full. Maybe someone in the community like to volunteer for this?
Environment
Expected behaviour
When cleaning subjects (i.e., removing all errant Re:, Fwd:, etc. before replying), Outlook's non-standard prefixes like AW:, WG: should be removed as well, i.e. a reply to a message with subject "AW: [Ticket#...] Re: AW: Re: test" should be "Re: [Ticket#] test".
Actual behaviour
Only the prefixes that Znuny would use itself, i.e. as configured in Ticket::SubjectRe and Ticket::SubjectFwd are removed, leaving all others behind. In above example, the reply would be something like "Re: [Ticket#] AW: AW: test" or "AW: [Ticket#] Re: Re: test"
How to reproduce
Steps to reproduce the behavior:
Additional information
I've tried a local patch: in Kernel/System/Ticket.pm, function
TicketSubjectClean
, I've changed to:going on a list from https://en.wikipedia.org/wiki/List_of_email_subject_abbreviations#Abbreviations_in_other_languages
(though I couldn't be bothered to include and test the more UTF8y prefixes). I don't have enough Znuny-fu to figure out if this could be put into an extension. Maybe it should be user-configurable? The hard-coded values above are just a "works-for-me".
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