Re: [otrs] Antwort: otrs Digest, Vol 42, Issue 63

thanks for the feedback :-) Cyrille Le 30/03/2012 10:52, S.Krueger@aswo.com a écrit :

Message: 2 Date: Fri, 30 Mar 2012 09:15:57 +0200 From: Cyrille Bollu Subject: Re: [otrs] Question about To: otrs@otrs.org Message-ID: <4F755DAD.9090607@belnet.be> Content-Type: text/plain; charset="iso-8859-1"

Hi ! I find a way to change the displayed subject:

you can change the SYSCONFIG -->> Ticket::Frontend::OverviewSmall###ColumnHeader -->> Change the option to "TicketTitle" With that option always the subject of the ticket is shown and not the article subject of the last customer.

Best regards, Steffi

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Hi,

AFAIU, you don't reply to tickets; instead, you reply to article.

So, you reply to the sender of the article, not the ticket's owner.

For what regard the subject, I believe it's related to this design. But I haven't yet figured it out clearly.

I also find it counter-intuitive, but I don't know if it is configurable.

BR,

Cyrille

Le 29/03/2012 11:53, S.Krueger@aswo.com a ?crit :

...

Hi !

I?ve a question about a certain behavior in the otrs views.

Why does the "customer" and "subject" in theview "my locked tickets" changed, when I get a respond-email to a ticket, where the sender of that email is not equal to the customer of that ticket ?

Example: The customer of the ticket ist "T.muster@xx.com". I send an email to user "m.test@xxx.com". When I get the answer from "m.test@xxx.com" the name (From) in the view "my locked tickets" changed from "t.muster@xx.com" to "m.test@xxx.com". Is that normal ? What?s the reason ? Can I change that , so that always the customer ot that ticket is displayed !?

Thanks, Steffi

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-- *Cyrille Bollu * Belnet . ICT & Logistics Louizalaan 231 Avenue Louise Brussel 1050 Bruxelles België . Belgique T: +32 2 790 33 33 *www.belnet.be http://www.belnet.be*