[otrs] PhoneView

In any version of otrs, where would one change the default body text of the PhoneView? Or better yet, we take in laptops for repair, and would like to create a ticket for each laptop. It has been working ok when we copy and paste in our ticket info i.e.. Model, S/N, Problem. I'm looking to create/modify otrs to accept items in for service. So we would have an QueueView, PhoneView, and ServiceItem. I just can seem to figure out the the text->"New ticket via call." is coming from. Thank You, Erik Mathis AIU Dunwoody Network Administrator emathis@aiuniv.edu