Wouldn't having the mask in the subject solve this, too?
@Mike
Was this because the 'send mail' didn't include a ticket mask in the subject line? I'm not sure if it does or doesn't, take a look and report back on this issue.
It shouldn't be that hard for us to log the ticket in the database (or at least generate the mask) before sending the message.
@Jeff
Yes the ticket mask is not included in the subject line when using 'send mail'. Also, none of the template tokens are replaced.
Comment by
Joe Geck [23/Mar/09 07:06 PM]
Verified fixed in Cerb 4.1 stable build 890
Not sure when this got fixed but the question of whether or not "send mail" attaches a ticket mask to the subject is yes. As long as you have the 'Include the ticket's ID in subject line' option turned on and you of course originate the mail from that group, you're fine.
Closing.
Improvement
Closed
Using "send mail" to log calls doesn't allow you to give the recipient their ticket mask 
