prevent to ticket subject changing when client response

[krzeminski]

hello,
my version is 3.0.4

When client response to ticket and change subject (from RE.xxxxx) then on his ticket list, subject of this ticket is changed to subject of article (response) hi give.
I think it would be better for me and my client to have always "main ticket" subject on list.
Is there any setting to prevent this ??

PS. in agents interface on ticket list is always with subject of ticket (not article).

[crythias]

I tend to use the configuration option to use the title *I* set and ignore the subject completely.

Config Options: Ticket -> Frontend::Agent::TicketOverview
Ticket::Frontend::OverviewSmall###ColumnHeader:
Show in the small view the subject of the last customer article or the ticket title.

Set the title in Ticket Zoom Free Fields

[SLESSARD]

I implemented the change described below and it works perfectly - Thanks.

Only problem is that it affects only the Agent interface, can a similar tweak be accomplished on the Customer interface?? Subject keeps changing if they additional information. Or if we could force the original subject in the subject field that would work too

[Waltero]

I implemented the change described below and it works perfectly - Thanks.

Only problem is that it affects only the Agent interface, can a similar tweak be accomplished on the Customer interface?? Subject keeps changing if they additional information. Or if we could force the original subject in the subject field that would work too

This would be great, we have a number of customers who have asked for this.

[jojo]

just change via Sysconfig Ticket::Frontend::OverviewSmall->ColumnHeader' to 'TicketTitle

[Waltero]

just change via Sysconfig Ticket::Frontend::OverviewSmall->ColumnHeader' to 'TicketTitle

That works for the agent interface but not for the Customer interface.

Its not so much of a problem on 3.0.x as the field is auto populated with the ticket title anyway but in 2.4.x the field is left blank and the customer must enter something.

[SLESSARD]

Is there any work around for version 2? We are implementing OTRS and decided to go with version 2 since ITSMV3 was fairly new therefore we will be using 2.1.1 for a little while and upgrade later on. This is definitely a problem for our customers (loosing the subject of their request)

If there was any way we could set the subject to a custom variable and just push it in the field ?! Unless there is an easier way

[jojo]

they are not loosing the subject as it is still in the ticket.

[SLESSARD]

Ok life is a mystery. For some odd reason the problem described above has disappear from our installation.

Since our default install and throughout our testing scenarios, the original ticket subject kept changing for the latest note subject.

I have no idea how it stopped doing so but I will try to find. This will most likely come back when we go live with otrs (currently in testing mode)

The situation was also described here from another user
http://forums.otrs.org/viewtopic.php?f=61&t=5739