Hi Shawn,
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!
Bug/Feature-Request is filed. Example: Ticketname: Server XY HDD Failure E-Mail: Ticket accepted Note1: Problem Analyzation. Note2: Manufacturer Ticket # Note3: Appointment with Service Guy If I change all the Notes to "Server XY HDD Failure" it will help my customer to tell the tickets apart, but for me it's the same effect as in calling every note just "note!". ;-) If I need the manufacturers ticket # I have to look through all the notes to find it. Even a construction like "Note: Server XY HDD Failure - Manufacturer Ticket #" won't help, because the end of that subject line is cut off and shows only [...] We already exchanged the standard "Note!" to "PLEASE CHANGE THIS!". :-> Greetings from old Munich Nicole