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Fix parsing of "Lastname, Firstname" name syntax

Discussion in 'Kayako product feedback and suggestions' started by Martin von Wittich, Jun 15, 2015.

  1. We sometimes receive mails from customers where the sender name is formatted as "Lastname, Firstname" instead of "Firstname Lastname". In the mail headers, that looks like this:

    From: "Lastname, Firstname" <firstname.lastname@example.com>

    Unfortunately, Kayako removes the comma when creating the appropriate user, so in this case, we get a user like this:

    Name: Lastname Firstname

    I think that's pretty confusing. Kayako should either parse these names correctly (e.g. "Lastname, Firstname" becomes "Firstname Lastname"), or it shouldn't remove the comma.
     
  2. Jamie Edwards

    Jamie Edwards Staff Member

    Hey Martin

    Interesting, I agree this could be better. How do you think Kayako should approach:
    doing this?
     
  3. Hi Jamie,

    Originally I thought one might just check that the string only contains a single comma, and then split it at the comma and swap the parts, but the more I look at actual data (I've parsed the From headers from 62000 real mails on our server), the less I think that this is actually a good idea. I've found a lot of edge cases that aren't easily solvable:

    Firstname Lastname, Company
    Lastname, Firstname - Company
    Company Firstname Lastname, Role
    Company, Firstname Lastname
    Lastname, Company
    Firstname, Company

    The best idea is probably not to parse the user name at all ^^
     
  4. Jamie Edwards

    Jamie Edwards Staff Member

    Wow Martin. thanks for going to that effort - really appreciate it. We did some of our own analysis and came to the same conclusion; I wondered if you have spotted something else, i.e. in email headers, that we had overlooked. We'll think through how to improve this :)
     
  5. Collin Hames

    Collin Hames New Member

    Was this ever implemented? We still have this as an annoyance.
     

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