how to autoset subject and note after changing owner of ticket?

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Thomymaster
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how to autoset subject and note after changing owner of ticket?

Post by Thomymaster »

Hi


When there are new tickets from inbound e-mail, they are in the status "new".

Once i assign myself as the owner, i have to fill out the subject and content of the note. How do i prefill the subject and the content of this note like:

Subject: ticket owner transfered
Content: Ticket owener has been transfered to <new owner> (dynamic field)


Best,
Thomas
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wheelshot
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Re: how to autoset subject and note after changing owner of ticket?

Post by wheelshot »

Try it with a generic agent. It should do what you want. But is it to show the customer? If not, theres the history that already shows you that information.

fullhouse
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Re: how to autoset subject and note after changing owner of ticket?

Post by fullhouse »

have you found any solution to this problem? I cant figure it out using GenericAgent

jojo
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Re: how to autoset subject and note after changing owner of ticket?

Post by jojo »

change the sysconfig settings for the Owner Action or set the Note to not mandatory
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wurzel
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Re: how to autoset subject and note after changing owner of ticket?

Post by wurzel »

Hi,

You can use Ticket::Frontend::AgentTicketOwner###Subject
to prefill the subject

use this, as it is designed for it.



you might also want to use the ticket notification. There is one "owner update" and there are tags used for the ownership.
Maybe you'll find a solution there.

regards
Flo
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