[SOLVED] Edit Subject

jschlueter · Post by **jschlueter** » 14 Aug 2012, 20:50

When someone emails a ticket in it automatically creates a ticket. Is there a way after the ticket is created that we can edit the subject so it says what the true issue is and not what the customer things the issue is? Thanks

Post by **crythias** » 14 Aug 2012, 20:58

Free Fields, Title

jschlueter · Post by **jschlueter** » 14 Aug 2012, 21:10

I dont see where Free Fields, Title would be? Thanks

Post by **crythias** » 14 Aug 2012, 21:24

Click the ticket/Zoom Ticket

free fields.jpg

jschlueter · Post by **jschlueter** » 14 Aug 2012, 21:42

Thanks for the quick response. I don't have free fields on my bar like your screen shot...must have gotten disabled. Where would I go to re-enable that? Thanks

Post by **crythias** » 14 Aug 2012, 21:48

It's in SysConfig or ACL, depending on who you are, what your access is, etc. Version of OTRS?
Hint: look in SysConfig relating to the ticket interface you'd like to see.

jschlueter · Post by **jschlueter** » 14 Aug 2012, 22:15

Thanks for the help...I was able to find it...this is where I had to go to enable it.
Ticket -> Frontend::Agent::Ticket::MenuModule
Ticket -> Frontend::Agent::ModuleRegistration

jschlueter · Post by **jschlueter** » 14 Aug 2012, 22:23

One more thing on that...I was able to change the title/subject....however when in the Status View it still shows what the original title/subject was...any thoughts on how to fix that? Thanks

Post by **crythias** » 14 Aug 2012, 22:35

I'm searching for "Title" in sysconfig...
find things like:

Ticket::Frontend::OverviewSmall###ColumnHeader

Default value: LastCustomerSubject
Shows either the last customer article's subject or the ticket title in the small format overview.

jschlueter · Post by **jschlueter** » 14 Aug 2012, 23:23

Great!!!...Thanks for all the help

Znuny Open Source Ticketsystem