keep email subject when replying from customer frontend

[tpsupport]

Hi community,

I would like to keep the subject of the last email when replying in a ticket as a customer from the customer frontend in otrs. At the moment I will always have the ticket title automatically set as subject, how can I change this?


Regards, Rick

[tpsupport]

Hi again,

does really no one has an idea how to fix this? If you do not understand my description please don't hesitate to ask.

Thank you in advance!

[tpsupport]

Alright, I figured out by myself how to achieve this.

The reply in a customer ticket is handled via CustomerTicketZoom.pm which is located in OTRS\Kernel\Modules. I had a look at the customer fronted and reviewed the source code, this way I found out that "$Param{Title}" is the parameter that sets the title in a customers reply.

Code: Select all

        # check subject
        if ( !$Param{Subject} ) {
            $Param{Subject} = "Re: $Param{Title}";
        }

I also had a look at the part that is displaying the subject of the last email and so I found "$Article{Subject}". By replacing $Param{Title} with $Article{Subject} I finally got the result that I expected.

Code: Select all

        # check subject - show last email subject instead of ticket title
        if ( !$Param{Subject} ) {
            $Param{Subject} = "Re: $Article{Subject}";
        }