Hi Andy,
I was wondering if there is a way that you can modify OTRS so that ticket numbers are appended to the end of the subject. Also, if we do this, will that affect the way the subject lines are displayed in QueueView? Also, would changing the location of the ticket # affect the feature in OTRS which appends replies from customers to existing cases based on the ticket # in the subject line?
You can change the locationi of the ticket number in the mails to Agents and Customers without affecting the operation of OTRS. Please search in the Notifications section of the AdminPanel for those messages that are automated and in the Sysconfig for the others. :) The display will however remain the same in the Title of the tickets (QueueView).
Also, does anyone know how messages are sorted in QueueView. By default, they sort in ascending order. What I’m not sure of though, is whether they sort that way based on the ticket number, or based on some other information stored in the system. For instance, if the Ticket # were appended to the end of the subject line instead of the beginning, would QueueView then display tickets in ascending alphabetical order?
Major thanks to anyone who knows more than I do and can give me some direction on this,
-- Shawn Beasley ((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003/240/97521 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstandsvorsitzender: André Mindermann