Skip to main content
Version: 6.18 (draft)

Customization of email subjects extended (#662630)

ConSol CM now offers more flexibility for constructing the subjects of outgoing emails sent from the Web Client. In addition to the case subject and name, it is now possible to include custom-defined information, such as case and contact fields in the subject. This allows to adjust the email subject to the specific use cases, for example by including an order number or a customer ID.

The following changes were made in the Settings tab of the Email configuration page of the Web Admin Suite:

  • Field Template for outgoing email subjects renamed to Case tag for matching incoming emails
  • Field Prefilled subject in outgoing emails added with the default value ${ticketTag} ${ticketSubject} to match the previous behavior. The value is saved to the template TicketSubjectTemplateExtension.

You can use the following variables for the email subject:

  • ticketTag: The case tag defined in Case tag for matching incoming emails
  • ticketSubject: The case subject
  • ticket: The case from which the email is sent; can be used to retrieve case fields.
  • contact: The contact of the case from which the email is sent; can be used to retrieve contact fields.
  • queue: The queue of the case from which the email is sent; can be used to define different subjects for different queues.
  • customerGroup: The customer group of the contact of the case from which the email is sent; can be used to define different subjects for different customer groups.
info

You can use Freemarker syntax to retrieve data and apply conditions.

warning

The case tag must be included in the subject to correctly match responses to the case.

The method setSubjectFromConfiguration(Ticket pTicket) has been added to the class Mail of the ConSol CM API. It allows you to use the subject in emails sent by scripts.

Forward and reply behavior

The behavior when clicking the Reply or Forward action of an existing email entry has not been changed, i.e. the subject of the existing email is used instead of the new template. If it does not contain the case tag yet, it is added.