Change Default Subject When Adding Agent Note

[arvobowen]

Is it possible to change the default text when an agent adds a note? I would like for it to use the ORIGINAL subject every time unless the agent wants to change it. Sometimes I (as an agent) can not remember what the customer's subject was so that I can retype it. If I type in a different subject and then submit the new note to the ticket it will then place MY subject as the ticket subject... So later when I go search through tickets or see current open ones the subject is the last one set by the agent.. :/

[arvobowen]

Here is where I think the setting is... Ticket::Frontend::AgentTicketNote###Subject

It's set by default to: $Text{"Note"}

What are the possible things I can use on this setting? Is there some variable to return the first (initial) ticket subject?

[arvobowen]

I'm updating this because someone (a member on the forums) sent me a private message I guess?...

If you were that user A few things about the way you went in getting help...

a) I don't know how you sent me the message but I was guessing it was via the site in a private message... For some reason it did NOT show up in my private message INBOX on the OTRS forums here. Just noting that was kind of weird... I know your real name I guess but do NOT know your user name and can not directly respond to your message...

b) Most of the time when you post to a thread someone else created or responded to they get notifications just as if you sent a private message. This is the way it is preferred as far as I know... Private messages are reserved for messages you do NOT want the public to see... In this case everyone should have seen this one.

c) Please do try to post to the forum threads so everyone can see your question and my responses... It helps the community and stops people from asking the same questions.. Sometimes ..


.. Now on to the post..

The message I got was from Gonçalo Cardoso and it read the following...

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Hi

Have you managed to change the default text when an agent adds a note as
you posted here: http://forums.otrs.org/viewtopic.php?f=61&t=5739

Thanks in advance for any help provided
Gonçalo Cardoso
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My response to that is as follows...

I did manage to change the default text (for the subject) and it works great... The problem was that I could not find a way to use the previous default subject that was from the original ticket created. That is still a mystery to me but changing the default subject can be done by using the method from my previous post.

[SLESSARD]

Any solution to this ?? I am facing the same problem as I need to keep consistency of the subject throughout the different notes ... trying to play around with different variables and can't seem to find the Subject / Title ones

[arvobowen]

I don't think I ever did get it to work. I have been overwellemed at work lately and have not even been able to upgrade to the last 6 versions!

[SLESSARD]

Just a quick update to keep this thread going and hopefully get some directions from an expert.

I am playing around with $ENV, $DATA and al other variables but documentation is limited on those ... once I find out which one to use or how to define my own I could force the subject into the fields that I want and apply the same concept in other situations I am facing (i.e. seeing the Parent / Child links on the customer interface)

I think I'm in the right direction

[richardn]

I know this is kind of an old Thread but as i found the solution im going to post it here:

You can add/change the Subject in AgentTicketActionCommon.dtl (3.1.x) I guess in former Versions its AgentTicketNote.dtl:

<input type="text" id="Subject" name="Subject" value="$QData{"Title"}" />

Where $QData{"Title"} adds the original title of the ticket.

[pandora123]

I work on centos5 whith OTRS 3.2.9. My aim is to have the title and subject exacty the same in my process ticket when juste created.

I tried to switch the line with Subject with the one with Title, but it didn't work for me.
Does anyone have tested it? Is there something else to change?
Thanks