How do I remove the “Fwd:” from the subject / ticket title when using the template for “Support - Process Forwarded Message or stop if sender not a valid Autotask Resource”
Hi @Obercor ,
You’ll need a mix of an expression and a text helper. Create these two action steps:
This step will store the entire email subject in a custom variable accessible later as {{custom.subject}}:
This step will modify custom.subject to remove the Fwd: prefix only if it starts with Fwd::
The expression for the second step is configured like this:
Once these two steps are in place, you will replace any reference of {{email.subject}} with the new {{custom.subject}} within the steps that create the ticket.
Let us know how that works!