Hi Nicole,
Hi Nils,
I don't know if there is a setting. I like the current behavior though, as I can change the subject to a more descriptive subject when a customer sends a message that just has "Problem!" as the subject. Of course notes could have more descriptive subjects than "Note!" as well. You'll have to login to http://bugs.otrs.org/ if want to file bug report or feature request.
If the customer sends a Ticket called "broken" I may change this to someting useful using the "freefields"-Option. I admit, that "Note!" isn't useful as well. ;-) Unfortunately this is more social engineering to get people to choose meaningful subject lines. Even if I choose "Manufacturer Ticket #" instead of "Note!" the context to the actual ticketname "Server XY HDD Failure" is hard to find.
I think, I'll file a bug report a/o feature request.
That's the spirit! Alternitavely, you can manually select the standard text in the subject if you users are forgetting to set a usefull subject. Please look at the options in AgentTicketViewNote. This will help ease your pain a little. In the mean time, I will check this bug and see if it is standard (desired behaivor), or if this is a bug. You can as well make a bug report. It never hurts! Greetz! -- Shawn Beasley ((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003/240/97521 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstandsvorsitzender: André Mindermann