Search found 4 matches

by bjohnson222
10 May 2012, 17:39
Forum: Help
Topic: [SOLVED] Don't add customer to autoresponse
Replies: 3
Views: 2439

Re: Don't add customer to autoresponse

Check SysConfig...

In the Ticket group, locate Frontend::Agent::Ticket::ViewCompose and look for the parameter:

Ticket::Frontend::ComposeAddCustomerAddress

Try setting that to No. That might accomplish what you're looking for. Don't know if it affects auto-responses, but it's worth a shot.
by bjohnson222
07 May 2012, 16:01
Forum: Help
Topic: How to Keep Subject Line from Changing Upon Update
Replies: 6
Views: 2879

Re: How to Keep Subject Line from Changing Upon Update

Great question... on our OTRS, we don't have our customers logging in to the portal - it's more for our internal use. I did a quick look through the SysConfig and I couldn't find anything specifically for the customer frontend. It does seem like it should be an option though... I can imagine it gets...
by bjohnson222
04 May 2012, 21:50
Forum: Help
Topic: How to Keep Subject Line from Changing Upon Update
Replies: 6
Views: 2879

Re: How to Keep Subject Line from Changing Upon Update

Well I did find this in SysConfig: Ticket::Frontend::OverviewSmall###ColumnHeader By default it's set to "LastCustomerSubject" but you can change it to "TicketTitle". That worked for me. In the "small" overview, it now shows the ticket subject (called the title) instead...
by bjohnson222
04 May 2012, 21:20
Forum: Help
Topic: How to Keep Subject Line from Changing Upon Update
Replies: 6
Views: 2879

Re: How to Keep Subject Line from Changing Upon Update

I'm curious about this myself. It seems that when you do a "Phone Call Inbound" to create an article for a new incoming customer call, the subject of that new article now shows up as the subject of the entire ticket because the ticket views seem to display the most recent *customer article...