Hello,
could you please explain one more time what to do?
I will try to explain my question one more time.
for example when customer sends a NEW question (creates a new ticket) using customer interface he indicates problem subject in Subject field and full problem description in free text field. After this, let's say, i'm sending an answer to customer using agent interface without changing subject, as system stores same subject in subject field when i compose an answer. This is OK.
When customer, let's say, wants to send additional information for same problem, by pressing zoom on same ticket in customer interface he gets: empty SUBJECT field and empty free text field (forget priority and attachment option these are OK).
My need is: not to show empty SUBJECT field when customer is doing follow up or at least put original (as it was when customer created a new ticket) SUBJECT data in to the subject field as it's done when composing an answer via Agent interface. I know that if you even put another subejct manually when sending additional info from customer iterface you will see original subejct (title) via Agent iterface, but in Customer interface (My tickets) you will see new subject. Thats wrong in my case.
So, what do i need to do for this? i'm using 2.1.4 version of OTRS.
I made a search in SysConfig for word "Title" and got following results:
it seems nothing to do with Customer interface :/
thank you in advance,
Matas
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Matas Labasauskas