Hi Nicole,
Hello,
Please accept my apology for butting in here. I don't understand the problem. (And for some reason it's nagging me that I don't.)
I have assumed that you are referring to external notes (those viewable by the customer). So how is it less confusing to the customer to have 6 notes with the same title than it is for you?
I agree that each note (every item) should have a useful subject. I don't see how this change would create a benefit.
In the customer view the customer sees:
Ticket# / Age / Subject of last external note / Status / Q / Agent 12345 / 2days / Note! / open / Incident / Mr. Smith 12341 /5days / Bug fixed! / open / Problem / Mrs. Jones 12342 /4days / Test running / open / Incident / Mr. Doe 12340 / 7days / Configfiles prepared / open / Change /Mrs. Miller
Can you tell which ticket is for which problem/incident/change just knowing the ticket number?
My question is if it is possible to have
Ticket# / Age / Original ticket name / Subject of last external note / Status / Q / Agent 12345 / 2days / HDD in server1 broken / Note! / open / Incident / Mr. Smith 12341 /5days / Programm XY not running / Bug fixed! / open / Problem / Mrs. Jones 12342 /4days / CPU Problem on Server A / Test running / open / Incident / Mr. Doe 12340 / 7days / OS Updates on www01-05 / Configfiles prepared /open / Change / Mrs. Miller ^^^^^^^^^^^^^^^^^^^^^^ All I want is the original name here. ;-)
The benefit for the customer is, that he does not have to look through all his tickets to find a specific one, if he wants to add a note. Some customer users have 10 or more tickets in their queues. The benefit for the agent is, that he does not have to look through all the notes to find a specific information, what would be neccessary if you choose to use something like "OS Updates on www01-05 - Configfiles prepared" as subject line for a note because those subject lines are cut off after a few characters in the agent view, that in that example all notes would just say "OS-Update[...]" which is as worthless as "note!"
An alternative would be to have post-it-notes saying "ticket # 12342 - CPU Problem on Server A" sticking on the customers monitor. ;-)
So, I have found the change you are looking for. The problem is, the agent can change the title at any time, so beware! Look in the CustomerStatusView.dtl for the following <th width="30%">$Text{"Subject"}</th> Replace with <th width="30%">$Text{"Title"}</th> Look for (in the same file)