[SOLVED] Customize 'From' Field in Agent Ticket Zoom View

[jason123]

When a ticket is selected and the Agent Ticket Zoom View appears, there is a list of articles. Is there a way to customize the 'From' field? When I create an note, inbound call, outbound call, etc. the value that populates the 'From' field is 'OTRS System'; is there a way to set it to the agent's user name?

Thanks

[nedmaj]

I think is already that way with notes.

In the other cases, I think there is no way to do so.

[jason123]

nedmaj, thank you for your reply.

Yes, my mistake, this issue is only with inbound and outbound calls.

I have a development and a production environment. On the development env, when I create an inbound or outbound call for a ticket, they all state 'From' my user name. However, on the production env, when I create an inbound or outbound call, they all state 'From' 'OTRS System'. I cannot figure out how this field is configured and what the difference is between the two env that would cause this behaviour.

[jason123]

Figured it out. It is configured in the following: Admin >> SysConfig >> Ticket >> Core::Ticket >> Ticket::DefineEmailFrom