Hello All,

I’ve posted a couple questions on here and have received some very good responses so thank you in advance.

I’ve seen this question posted a couple times, but have yet to see a solution.

My problem is the blank subject every time a customer updates a ticket. Is there some way to set this subject to the original subject? It is very hard to keep track of the tickets when the subject is changing all of the time. In addition, our customers updates will all be pertaining to the same subject so why should they need to re-enter this every time?

Ideally, this field would be removed altogether and the subject would be set to retrieve the original subject. In this case, I need to know what file and specifically what variable to modify in order to be able to remove the subject field from the dtl file.  Right now if I remove it I get errors because no subject is set.

I would settle for having the text field still there but pre-populated with the original subject. This way, the customer does not have to re-enter the subject each time. Is there a variable I can reference in the dtl that has this value? If not, is it possible to call the msyql module from the dtl file (if so, how is this done)?

(using otrs 2.4.5)

Thanks,

Scott