Editing the subject line of a ticket
Good morning The problem I am having is that the subject lines of the tickets which come in are very random. What we would like is for the person distributing the tickets to be able to edit the subject line to something more directly relevant so that when we look at the Queue View the list of tickets displays the relevant (edited) subject lines rather than the original ones. Is it possible to edit the subject line of a ticket in this way? Thanks a lot for your help Bis
as far as i know, there is no way to this through the webclient... however you could edit the title in the database, but this is not a official way... regards, patrick. Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von bis Gesendet: Mittwoch, 11. Februar 2009 13:08 An: otrs@otrs.org Betreff: [otrs] Editing the subject line of a ticket Good morning The problem I am having is that the subject lines of the tickets which come in are very random. What we would like is for the person distributing the tickets to be able to edit the subject line to something more directly relevant so that when we look at the Queue View the list of tickets displays the relevant (edited) subject lines rather than the original ones. Is it possible to edit the subject line of a ticket in this way? Thanks a lot for your help Bis
The ticket title can be edited in the freefields. Greets Daniel Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Patrick Schiess Gesendet: Mittwoch, 11. Februar 2009 13:35 An: 'bis_d@yahoo.co.uk'; 'User questions and discussions about OTRS.' Betreff: Re: [otrs] Editing the subject line of a ticket as far as i know, there is no way to this through the webclient... however you could edit the title in the database, but this is not a official way... regards, patrick. Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von bis Gesendet: Mittwoch, 11. Februar 2009 13:08 An: otrs@otrs.org Betreff: [otrs] Editing the subject line of a ticket Good morning The problem I am having is that the subject lines of the tickets which come in are very random. What we would like is for the person distributing the tickets to be able to edit the subject line to something more directly relevant so that when we look at the Queue View the list of tickets displays the relevant (edited) subject lines rather than the original ones. Is it possible to edit the subject line of a ticket in this way? Thanks a lot for your help Bis
Thanks very much for your help - really appreciate it - would it be possible to refer me to the relevant section of the documentation where I can learn how to edit the ticket title in the freefields (and which file to edit)?
Best
Bis
--- On Wed, 11/2/09, Obee, Daniel
Click on freefields while zoomed into a ticket, no documentation is
necessary for this. Although I suppose if you've customized things there may
be an permissions issue.
The "Title" line could also be edited when forming responses to the
user/customer just don't modify the ticket tracking information.
LQ
________________________________
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf
Of bis
Sent: Wednesday, February 11, 2009 9:52 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Editing the subject line of a ticket
Thanks very much for your help - really appreciate it -
would it be possible to refer me to the relevant section of the
documentation where I can learn how to edit the ticket title in the
freefields (and which file to edit)?
Best
Bis
--- On Wed, 11/2/09, Obee, Daniel
Sorry do you mean "Additional ITSM Fields"?
Click on freefields while zoomed into a ticket, no documentation is
necessary for this. Although I suppose if you've customized things there may
be an permissions issue.
The "Title" line could also be edited when forming responses to the
user/customer just don't modify the ticket tracking information.
LQ
________________________________
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf
Of bis
Sent: Wednesday, February 11, 2009 9:52 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Editing the subject line of a ticket
Thanks very much for your help - really appreciate it -
would it be possible to refer me to the relevant section of the
documentation where I can learn how to edit the ticket title in the
freefields (and which file to edit)?
Best
Bis
--- On Wed, 11/2/09, Obee, Daniel
What the issue that Bis and I are trying to solve is that many of the tickets come in with far from clear subject lines, so to be able to edit these would significantly help in organizing the work flow (and there are a lot of tickets) We can see you can add notes and give each a subject line, but when referring to the tickets themselves it seems we are stuck with the original one _____ From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Obee, Daniel Sent: 11 February 2009 13:00 To: User questions and discussions about OTRS. Subject: Re: [otrs] Editing the subject line of a ticket The ticket title can be edited in the freefields. Greets Daniel Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Patrick Schiess Gesendet: Mittwoch, 11. Februar 2009 13:35 An: 'bis_d@yahoo.co.uk'; 'User questions and discussions about OTRS.' Betreff: Re: [otrs] Editing the subject line of a ticket as far as i know, there is no way to this through the webclient... however you could edit the title in the database, but this is not a official way... regards, patrick. Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von bis Gesendet: Mittwoch, 11. Februar 2009 13:08 An: otrs@otrs.org Betreff: [otrs] Editing the subject line of a ticket Good morning The problem I am having is that the subject lines of the tickets which come in are very random. What we would like is for the person distributing the tickets to be able to edit the subject line to something more directly relevant so that when we look at the Queue View the list of tickets displays the relevant (edited) subject lines rather than the original ones. Is it possible to edit the subject line of a ticket in this way? Thanks a lot for your help Bis ------------------------------------------------------------------------------------------ This email is from Centaur Media plc. 50 Poland Street, LONDON. W1F 7AX, Registered in England & Wales No. 4948078. The email and any attachments are confidential and may contain privileged information, and are intended for the named addressee(s) only. If you are not the intended recipient, please notify us immediately and do not disclose, distribute, or retain this email or any part of it. While we have checked this e-mail and any attachments for viruses, we do not warrant that they are virus-free. You must therefore take full responsibility for virus checking. Centaur Media plc. and its subsidiaries reserve the right to monitor all email communications through their networks in line with the Lawful Business Practice Regulations, 2000.
participants (5)
-
bis -
Caspar Kennerdale -
LQ Marshall -
Obee, Daniel -
Patrick Schiess