'RE:' Always appears in outbount subject lines, even if removed

[zadunn]

As part of out procedures, our customer service agents often have to email materials or information to third parties. Example, an administrator contacts CS for a new account for a user, we reply to the admin and then reply (changing the recipients) to the same thread with the materials attached for the newly created user. This is easiest for us because now we have one email thread that includes the original request, the confirmation of receipt, and the delivered email to the new user. However, one of our clients pointed out to us (and we tested and confirmed) that no matter what we do to the subject field Cerberus seems to always insert a RE: into the subject line. How do we stop this?

Version 726

[Hildy]

If you're replying to a ticket, Cerberus send the reply with a subject of "Re: "+$ticket->subject. One of the reasons is so we don't end up with Re: Re: Re: Re: Subject lines. At any rate, that's what it does. :-) If you wanted to change it, I can show you where in the code to do so, but it's gonna change it for *every* reply you send out.

As another (possible) option, what about sending the email to the third party as a new ticket (via "send mail" link) and then merging the two of them? It's an extra step, but it should eliminate the Re: on the message sent to the third party.

[zadunn]

Yes, if you could point out where it is that would be great. Can we also make it a feature request that cerberus is smart enough to tell whether this email is a reply (that is it is going to someone that has been in the conversation before) or a new recipient?

[Hildy]

It's in cerb4/api/app/Mail.php. Search for "$mail->setSubject(sprintf('Re: %s%s'".

As to the option to check for new recipients, you're welcome to add the feature request to wgmdev.com, but I highly doubt it would get implemented. (Who knows, though, it may be hugely popular.) Logically, though, even if you're sending it to a new person, it's still a response to the original email.

[zadunn]

I would say that logically if we are treating these email trains as 'conversations' that including a third party (in this case an end user who just needs the information) it would not be a 'reply' as they have not been part of the 'conversation'. It would be in fact more of a 'hello'. Especially since one of the mantras for cerberus seems to be that its essentially webmail, well in webmail i can strip off a subject if i want. I would think that instead of having the mailer take the subject and prepend an RE: to it, it would look at the original email subject, check for change, and if it has not been changed then simply add in the RE:, otherwise leave it alone. Extra steps? Yes. Does it look sloppy to send a new email out to a client who pays your bills with a RE: on it when they haven't actually asked you anything? Very much so.
I do not mean to come across as negative, but my customers simply will not accept this lack of polish from my company.

[Hildy]

Zadunn, I already pointed out both a workaround *and* a code change fix. I also told you where you could request the feature you're looking for. If you'd like to argue that it's necessary, create the feature request and make your case there. :-)