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: Frontend::Agenthttp://otrs.bs2.lt/otrs/index.pl?Action=AdminSysConfig&Subaction=Edit&SysCon... 30 Ticket Frontend::Agent::Ticket::ViewClosehttp://otrs.bs2.lt/otrs/index.pl?Action=AdminSysConfig&Subaction=Edit&SysCon... 22 Ticket Frontend::Agent::Ticket::ViewFreeTexthttp://otrs.bs2.lt/otrs/index.pl?Action=AdminSysConfig&Subaction=Edit&SysCon... 22 Ticket Frontend::Agent::Ticket::ViewNotehttp://otrs.bs2.lt/otrs/index.pl?Action=AdminSysConfig&Subaction=Edit&SysCon... 23 Ticket Frontend::Agent::Ticket::ViewOwnerhttp://otrs.bs2.lt/otrs/index.pl?Action=AdminSysConfig&Subaction=Edit&SysCon... 22 Ticket Frontend::Agent::Ticket::ViewPendinghttp://otrs.bs2.lt/otrs/index.pl?Action=AdminSysConfig&Subaction=Edit&SysCon... 22 Ticket Frontend::Agent::Ticket::ViewPriorityhttp://otrs.bs2.lt/otrs/index.pl?Action=AdminSysConfig&Subaction=Edit&SysCon... 22 Ticket Frontend::Agent::Ticket::ViewResponsiblehttp://otrs.bs2.lt/otrs/index.pl?Action=AdminSysConfig&Subaction=Edit&SysCon... 22 Ticket it seems nothing to do with Customer interface :/ thank you in advance, Matas On 19/04/07, Alexander Scholler wrote:

Hi Matas,

Matas Labasauskas schrieb:

...

Hello support,

i decided to switch of subject field that customer could not change it when he is doing a follow up and that subject would be the same all the time. I'm looking in system config: Frontend::Customer::Ticket::ViewZoom < http://otrs.bs2.lt/otrs/index.pl?Action=AdminSysConfig&Subaction=Edit&SysConfigSubGroup=Frontend::Customer::Ticket::ViewZoom&SysConfigGroup=Ticket> , i turned off a possibility to change priority on follow up, but i cant find a possibility not to show SUBJECT field. Is there another way? I need only text field and possibility to attach files when doing follow up in customer interface. thank you in advance --

In OTRS v1.x, the changing ticket-subject was a problem. But since v2.x (v2.1?), you can set a ticket-title. This is default set with the first subject of the ticket and is never change automatically, but can be changed (only) through the agent.

...

Matas Labasauskas

Bye, Alex _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/

-- Matas Labasauskas

Matas Labasauskas schrieb:

Hello,

nobody can help me with this question?

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Here is your solution. in line 86 of the file /$OTRSHOME/Kernel/Output/HTML/Standard/CustomerTicket.dtl find replace with <input type="hidden" name="Subject" value="Customer Ticket" size="70"> "Customer Ticket" can be replaced with your own desired text in line 132 of the file /$OTRSHOME/Kernel/Output/HTML/Standard/CustomerZoom.dtl find replace with <input type="hidden" name="Subject" value="Customer Update" size="70"> "Customer Update" can be replaced with your own desired text. The subject must be defined, or you must remove the function submit_compose() I hope this helps, Shawn