Hi, On Tue, Oct 14, 2003 at 08:50:27AM -0400, Covert, Jake wrote:
I agree that this would be very helpful. [...] The Request, as i understand it: To be able to change the subject text of the Ticket i will see in the various Personal- und Queuelists, because the subject of the ticket might change while im working on it or the subject of the opening mail is not very helpful.
May be the following design might be good for many purposes without modifying the behaviour of stored articles. Add a "Headline" field to the ticket. Default value will be the subject of the ticket opening article. The headline will be displayed in every ticket list and can be modified by the Agent any time.
I see this also helpful. But I'm not sure how the best way would be. Because normally the latest customer article (From, Subject, ...) will be shown in Personal- and Queue view (to show the newest info). How about to show always the first customer article (and be able to change the subject of the first customer article)?
Matthias
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Perfection is our goal, excellence will be tolerated. -- J. Yahl