Ticket title from first article.

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piotreksmoq
OTRS newbie
Posts: 13
Joined: 22 Sep 2016, 14:56
OTRS Version?: 3 and 5
Real Name: Peter
Company: BT

Ticket title from first article.

Post by piotreksmoq » 07 Feb 2017, 15:18

Hi,

How can i disable customer and ticket title change after new replay or response?

Example: i have ticket: "Account issue".
As agent i reply to customer "Jeremy" - CC: "Gary"
If Gary reply to me and change subject, for example to: "Disable this account" , ticket data will change. On ticket list i will se customer and title: "Gary" Disable this account , but it should be: "Jeremy" Account issue.

Thanks!

reneeb
OTRS guru
Posts: 4795
Joined: 13 Mar 2011, 09:54
OTRS Version?: 3.3.x
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Re: Ticket title from first article.

Post by reneeb » 07 Feb 2017, 16:24

By default ticket overviews show the sender and the subject. But you can change a sysconfig option to show the ticket title instead of the article subject.
Perl / OTRS development: http://perl-services.de
Free OTRS add ons from the community: http://opar.perl-services.de
Commercial add ons: http://feature-addons.de

piotreksmoq
OTRS newbie
Posts: 13
Joined: 22 Sep 2016, 14:56
OTRS Version?: 3 and 5
Real Name: Peter
Company: BT

Re: Ticket title from first article.

Post by piotreksmoq » 07 Feb 2017, 16:32

Whare can i find those options?

I only found " Ticket::Frontend::CustomerTicketOverview###ColumnHeader" but i think its not this.

reneeb
OTRS guru
Posts: 4795
Joined: 13 Mar 2011, 09:54
OTRS Version?: 3.3.x
Company: Perl-Services.de
Contact:

Re: Ticket title from first article.

Post by reneeb » 07 Feb 2017, 17:58

It's Ticket::Frontend::OverviewSmall###ColumnHeader
Perl / OTRS development: http://perl-services.de
Free OTRS add ons from the community: http://opar.perl-services.de
Commercial add ons: http://feature-addons.de

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