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
[SOLVED] Customize 'From' Field in Agent Ticket Zoom View
Moderator: crythias
[SOLVED] Customize 'From' Field in Agent Ticket Zoom View
Last edited by jason123 on 13 Apr 2017, 19:22, edited 1 time in total.
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- Znuny expert
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Re: Customize 'From' Field in Agent Ticket Zoom View
I think is already that way with notes.
In the other cases, I think there is no way to do so.
In the other cases, I think there is no way to do so.
Samuel
Znuny 6.3.4 | OTRS 5.0.17
OS: Debian 11 | CentOS 6.5
Database: Postgres | Oracle 12.1
Number of agents: 450 | Number of customers: 20000 | Number of CIs: 30000
Znuny 6.3.4 | OTRS 5.0.17
OS: Debian 11 | CentOS 6.5
Database: Postgres | Oracle 12.1
Number of agents: 450 | Number of customers: 20000 | Number of CIs: 30000
Re: Customize 'From' Field in Agent Ticket Zoom View
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.
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.
Re: [SOLVED] Customize 'From' Field in Agent Ticket Zoom View
Figured it out. It is configured in the following: Admin >> SysConfig >> Ticket >> Core::Ticket >> Ticket::DefineEmailFrom