Subjects of tickets in customer view
Hello, today a customer complained that if he adds a new note via webinterface or mail to a ticket the "name" of the ticket changes to the subject line of the new note. I tested and found he is right. In the worst case you can have lots of tickets in your queue all called "Note!". ;-) It's quite confusing to tell those tickets apart by the ticket number. Is there any possibility to have to "initial ticket subject" in the customer view instead of the subject line of the last note or mail? If not consider this mail either as bug report or feature request. ;-) Greetings Nicole Britz ------------------------------------------- matrix technology AG Consultant Dipl.-Soz. Nicole Britz Nymphenburger Str. 1, D-80335 München Tel: +49 - (0)89 - 589395-32 Fax: +49 - (0)89 - 589395-11 Web: www.matrix.ag E-mail: nicole.britz@matrix.ag Vorstände: Franz Kessel und Martin Orlik Aufsichtsratsvorsitzender: Jürgen Kretschmer Amtsgericht München: HRB 133085 ------------------------------------------- E-Mail Disclaimer Der Inhalt dieser E-Mail ist ausschließlich für den bezeichneten Adressaten bestimmt. Wenn Sie nicht der vorgesehene Adressat dieser E-Mail oder dessen Vertreter sein sollten, so beachten Sie bitte, dass jede Form der Kenntnisnahme, Veröffentlichung, Vervielfältigung oder Weitergabe des Inhalts dieser E-Mail unzulässig ist. Wir bitten Sie, sich in diesem Fall mit dem Absender der E-Mail in Verbindung zu setzen. The information contained in this email is intended solely for the addressee. Access to this email by anyone else is unauthorized. If you are not the intended recipient, any form of disclosure, reproduction, distribution or any action taken or refrained from in reliance on it, is prohibited and may be unlawful. Please notify the sender immediately.
Nicole Britz wrote:
today a customer complained that if he adds a new note via webinterface or mail to a ticket the "name" of the ticket changes to the subject line of the new note. I tested and found he is right. In the worst case you can have lots of tickets in your queue all called "Note!". ;-) It's quite confusing to tell those tickets apart by the ticket number.
Is there any possibility to have to "initial ticket subject" in the customer view instead of the subject line of the last note or mail?
If not consider this mail either as bug report or feature request. ;-)
I don't know if there is a setting. I like the current behavior though, as I can change the subject to a more descriptive subject when a customer sends a message that just has "Problem!" as the subject. Of course notes could have more descriptive subjects than "Note!" as well. You'll have to login to http://bugs.otrs.org/ if want to file bug report or feature request. Nils.
Hi Nils,
I don't know if there is a setting. I like the current behavior though, as I can change the subject to a more descriptive subject when a customer sends a message that just has "Problem!" as the subject. Of course notes could have more descriptive subjects than "Note!" as well. You'll have to login to http://bugs.otrs.org/ if want to file bug report or feature request.
If the customer sends a Ticket called "broken" I may change this to someting useful using the "freefields"-Option. I admit, that "Note!" isn't useful as well. ;-) Unfortunately this is more social engineering to get people to choose meaningful subject lines. Even if I choose "Manufacturer Ticket #" instead of "Note!" the context to the actual ticketname "Server XY HDD Failure" is hard to find. I think, I'll file a bug report a/o feature request. Nicole ------------------------------------------- matrix technology AG Consultant Dipl.-Soz. Nicole Britz Nymphenburger Str. 1, D-80335 München Tel: +49 - (0)89 - 589395-32 Fax: +49 - (0)89 - 589395-11 Web: www.matrix.ag E-mail: nicole.britz@matrix.ag Vorstände: Franz Kessel und Martin Orlik Aufsichtsratsvorsitzender: Jürgen Kretschmer Amtsgericht München: HRB 133085 ------------------------------------------- E-Mail Disclaimer Der Inhalt dieser E-Mail ist ausschließlich für den bezeichneten Adressaten bestimmt. Wenn Sie nicht der vorgesehene Adressat dieser E-Mail oder dessen Vertreter sein sollten, so beachten Sie bitte, dass jede Form der Kenntnisnahme, Veröffentlichung, Vervielfältigung oder Weitergabe des Inhalts dieser E-Mail unzulässig ist. Wir bitten Sie, sich in diesem Fall mit dem Absender der E-Mail in Verbindung zu setzen. The information contained in this email is intended solely for the addressee. Access to this email by anyone else is unauthorized. If you are not the intended recipient, any form of disclosure, reproduction, distribution or any action taken or refrained from in reliance on it, is prohibited and may be unlawful. Please notify the sender immediately.
Hi Nicole,
Hi Nils,
I don't know if there is a setting. I like the current behavior though, as I can change the subject to a more descriptive subject when a customer sends a message that just has "Problem!" as the subject. Of course notes could have more descriptive subjects than "Note!" as well. You'll have to login to http://bugs.otrs.org/ if want to file bug report or feature request.
If the customer sends a Ticket called "broken" I may change this to someting useful using the "freefields"-Option. I admit, that "Note!" isn't useful as well. ;-) Unfortunately this is more social engineering to get people to choose meaningful subject lines. Even if I choose "Manufacturer Ticket #" instead of "Note!" the context to the actual ticketname "Server XY HDD Failure" is hard to find.
I think, I'll file a bug report a/o feature request.
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! Greetz! -- Shawn Beasley ((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003/240/97521 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstandsvorsitzender: André Mindermann
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
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!". :->
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. LQ
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. ;-) Nicole
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)
participants (4)
-
LQ Marshall -
Nicole Britz -
Nils Breunese (Lemonbit) -
Shawn Beasley