Editing Ticket zoom on 2.4.10

[IXLabs]

Hi Guys.

Im facing a problem, a customer has a strong customization of the ptrs 2.4.10 and i tried to pinpoint where it comes from.
It seems they add a lot of free text field that gather the data from an "canned" email.

The problems, it seems its has been hardcoded on the scripts rather tag using the freetextfields, but im not used to this old version of OTRS and maybe i am missing the point.

I attached you a screenshot to maybe someone could tell me where exactly to find for this modifications and if not, where it should me hardcoded.

Thanks!

[crythias]

first I'd check the .dtl, then browse the Kernel/Custom folder.

[IXLabs]

And do you know which exactly DTL i should check? because on the admin manual there is no info regarding that.

[jojo]

AgentTicketZoom for displaying. Perhaps a Postmaster filter for getting the data into the fields.

You should involve an experienced OTRS consultant/developer for analysis and upgrade