Can I change the name for field in ticket?

[andie]

Good day..

Users are very confused with presence "To:" in phone ticket and "From:" in e-mail ticket, while this field is a queue. Can I change the name for field?

Thanks.

P.S. The fact that field names "To:" and "From:" are opposites, is very confusable as well.

[andie]

I see that it is the only one way to do this - to change to file \opt\otrs\Kernel\Language\*.pm.
Surely, is not the best way.

[crythias]

Edit the DTL
NOTE: It's best to do this in your own theme.

The address bar contains the hint, usually, for the dtl you want to edit. (Sometimes it's not that obvious, but in this case it is).
Kernel/Output/HTML/Standard/AgentTicketEmail.dtl

Line 186

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<td class="contentkey">$Text{"To"}:</td>

If you're only using one language, change $Text{"To"} to the word(s) that make sense to you.
eg:

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<td class="contentkey">Customer:</td>

Change $Text{"From"}: to Queue: in line 165?

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<td width="20%" class="contentkey">$Text{"From"}:</td>