Ulrich,

Notifications, as shown in your example, are defined through ‘Admin’ – ‘Notification’.

There for example the English template “en::Agent::NewTicket” has as Subject: ‘New ticket notification! (<OTRS_CUSTOMER_SUBJECT[24]>) ‘.

Obviously by changing 24 to a higher value you would see more. The value is limited by sysconfig option Ticket::SubjectSize (default 100)

For auto response to a customer, you will need to adjust the Subject field of the appropriate Auto Response template, under ‘Admin’ – ‘Auto Responses’.

KR,

Frans

From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Ulrich Gøhns
Sent: dinsdag 3 maart 2009 15:08
To: otrs@otrs.org
Subject: [otrs] Ticket subject length

Hello,

Is it possible to change the length of the ticket subject sent in mails?

Example: “I am trying to print out, but the printer does not work” it gets “cut off” to “[SR#0000000] New ticket notification! (I am trying to print out […])”

I found an old thread with the same question: http://lists.otrs.org/pipermail/otrs/2004-March/003999.html, but I can’t find the files mentioned in one of the replies. Probably an old version of OTRS. The thread is from 2004.

Med venlig hilsen / Best regards

Ulrich Gøhns