OTRS5 adding note, subject autofilled ?

[Banta5000]

Hi,

we just installed otrs5, before when adding a note we could have the subject filled with the tickets subject, like when answering per mail. It included ticket number and subject. In older otrs we would hack a dlt file.

This doesnt seem to work anymore.

How can we automatically fill the subject when adding a note with ticket number and ticket subject ?

its really annoying to have to type that it all the time, cause otrs has the info already..

than you very much for help on this, i have browsed the forums and google but to no avail to far.

cheers,

[jojo]

it does not make any sense to fill the ticket# into a note. The subject itself can be prepopulated via sysconfig

[Banta5000]

well i see where i can populate it in sysconfig, but with which Entry ? I dont want a static entry but a dynamic one

i tried in Ticket::Frontend::AgentTicketNote###Subject

this: <OTRS_CUSTOMER_SUBJECT[30]>

but it only shows thos excact letters. whats the syntax for this field to get the currents tickets subject in here ?

thx alot!

[RStraub]

Could you post the line where you "hacked" the .dtl ? You can do the same with OTRS 4 and 5, but the syntax changed.

[Banta5000]

Hi,

in

AgentTicketNote.dtl:

<input type="text" id="Subject" name="Subject" value="$QData{"Title"}" />

Where $QData{"Title"} adds the original title of the ticket.

[jojo]

why do you want to add the subject of the ticket to the note? This will lead to replicated information. If you wan't to change the text send to an agent, just change the notification

[Banta5000]

so the agent sees whats it is about in his mail client when looking at the subjects.

Besides i cant submit the note if subject is empty, unless that can be disabled im forced to type in something id rather have the system do.

When replying by mail otrs inserts the subject too - i dont se why it shouldnt when adding a notification , wouldnt bother us at least.

if its possible to sent it empty i get tons of notfications by email and i have not clue what it is about unless i open the mail.

Most of us are on the road the day

[RStraub]

I'm sorry about my previous statement. According to git there wasn't a AgentTicketNote.dtl after 3.x . They now all redirect to the Common Action...

I guess you could still fiddle around with javascript, read the <h1> and set that value to the subject field.

[Banta5000]

thats ok. Sorry i dont understand what you mean by "h1"

thanks

[EXG133]

Just add <OTRS_TICKET_TicketNumber> in the Agent::AddNote notification in http://hostname/otrs/index.pl?Action=AdminNotification like jojo said, you can use the variable there. You don't need it in the actual article subject.

We just prefill the subject with "Note:" so Agents feel inclined to add some useful info for the ticketzoom overview.

[Banta5000]

well ok i edit the Ticket new note notifcation, i can set a subject , preset is Ticket Note: <OTRS_AGENT_SUBJECT[24]>

but it doesnt matter, when adding a note i need to add a subject. and that overrules what is set in above.

so the mail that is being send out to the agent when i decide to inform him doesnt contain <OTRS_AGENT_SUBJECT[24]> altho its set.

sorry i dont seem to get it...

[Banta5000]

Hi,

someone got a solution maybe ? no matte what i set in the template, when adding a note the subject is empty....

thanks for help!

[lobster]

Having the same "issue": The Subject should either be optional or prepopulated with the current subject, when an agent adds a note (for example when closing a ticket (Action=AgentTicketClose).

It worked in OTRS 4 for me, though not sure if we implemented some hack to make it work.

[Banta5000]

what i dont understand the Subject is prefilled in the Form, but appears empty when using it.

it doesnt make any sense to me

[amair]

Hi,

Having the same "issue": The Subject should either be optional or prepopulated with the current subject, when an agent adds a note (for example when closing a ticket (Action=AgentTicketClose).

search for "NoteMandatory" in SysConfig and you'll find for example Frontend::Agent::Ticket::ViewClose where you make notes for closing a ticket optional.

Regards,
Andreas

[Banta5000]

hey thx. But with that i can decide wether filling out a Note is necessary. I want the note, but i dont want to type in the Subject, nor do I want it to be empty.

I want just the same as when answering to the customer by email. Then the Subject is add automatically, its the same subject of the ticket, so its not always the same....

[Pr0xiMUS]

Hi,

I solved this issue by modifying line 388 in AgentTicketActionCommon.tt. After this patch subject will be populated with ticket title.

1. Copy AgentTicketActionCommon.tt to Custom folder:

Code: Select all

cp /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentTicketActionCommon.tt /opt/otrs/Custom/Kernel/Output/HTML/Templates/Stadard/

2. modify line 388 of AgentTicketActionCommon.tt (otrs 5.0.15) to be like this:

Code: Select all

<input type="text" id="Subject" name="Subject" value="RE: [% Data.Title | html %]" class="W75pc Validate [% Data.SubjectInvalid %] [% Data.SubjectRequired %]"/>

3. check file permission and clear cache to appy changes immediately (SetPermissions depend on your config so apply this with care):

Code: Select all

/opt/otrs/bin/otrs.SetPermissions.pl --web-group=apache --otrs-user=otrs --skip-article-dir
su -c "/opt/otrs/bin/otrs.Console.pl Maint::Config::Rebuild" -s /bin/bash otrs
su -c "/opt/otrs/bin/otrs.Console.pl Maint::Cache::Delete" -s /bin/bash otrs

Thats all