how to make "subject" field on note optional or prefill?

[Thomymaster]

Hi

I am pretty new to OTRS, just installed my first 5.0 installation last week.

My first question is when adding a note/phonecall-outbound or phonecall-inbound to a ticket i have to fill out the subject and the content of the note.

How do i

-disable the "subject" field completely (because it is of no use for our agents, but i think this cant be implemented, or?)
or
-set it to be filled optionally
or
-prefill the field with the Ticket number


Cheers,
Thomy

[wurzel]

Hi,

disable the "subject" field completely (because it is of no use for our agents, but i think this cant be implemented, or?)

article always contains subject + text you can not disable it

-set it to be filled optionally

Search the sysconfig for note mandatory yes/no

-prefill the field with the Ticket number

AFAIR this is not possible.

Flo

[Thomymaster]

The only setting i could find was:


Frontend::Agent::Ticket::ViewNote
Ticket::Frontend::AgentTicketNote###Subject

which is set to "note added".

This prefills the subject of the note but it is still required and mandatory. Can anybody give me the setting for optional?

[wurzel]

Hi,

You're welcome.

Ticket::Frontend::AgentTicketNote###NoteMandatory

Combines Subject + Text

Flo

[Thomymaster]

OK thanks a lot!