Antwort: otrs Digest, Vol 42, Issue 63

30 Mar 2012

      Message: 2
Date: Fri, 30 Mar 2012 09:15:57 +0200
From: Cyrille Bollu 
Subject: Re: [otrs] Question about
To: otrs@otrs.org
Message-ID: <4F755DAD.9090607@belnet.be>
Content-Type: text/plain; charset="iso-8859-1"

Hi !
I find a way to change the displayed subject:

you can change the SYSCONFIG -->> 
Ticket::Frontend::OverviewSmall###ColumnHeader  -->> Change the option to 
"TicketTitle"
With that option always the subject of the ticket is shown and not the 
article subject of the last customer.

Best regards, Steffi

##############################################################################

Hi,

AFAIU, you don't reply to tickets; instead, you reply to article.

So, you reply to the sender of the article, not the ticket's owner.

For what regard the subject, I believe it's related to this design. But
I haven't yet figured it out clearly.

I also find it counter-intuitive, but I don't know if it is configurable.

BR,

Cyrille

Le 29/03/2012 11:53, S.Krueger@aswo.com a ?crit :
...
Hi !
I?ve a question about a certain behavior in the otrs views.
Why does the  "customer" and "subject" in theview "my locked tickets"
changed, when I get a respond-email to a ticket, where the sender of
that email is not equal to the customer of that ticket ?
Example:
The customer of the ticket ist "T.muster@xx.com". I send an email to
user "m.test@xxx.com".
When I get the answer from "m.test@xxx.com" the name (From) in the
view "my locked tickets" changed from "t.muster@xx.com" to
"m.test@xxx.com".
Is that normal ? What?s the reason ?
Can I change that , so that always the customer ot that ticket is
displayed !?
Thanks, Steffi
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S.Krueger＠aswo.com

Cyrille Bollu

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