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.
Search found 4 matches
- 10 May 2012, 17:39
- Forum: Help
- Topic: [SOLVED] Don't add customer to autoresponse
- Replies: 3
- Views: 2439
- 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...
- 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...
- 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...