[otrs] change title of a ticket

Luc Van den Abeele

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Jun 30, 2011, 10:04:40 AM6/30/11

to ot...@otrs.org

Hi

Is there an easy way to change the title of a ticket. Now the title of the ticket is the subject of the mail but for finding back some tickets is a certain queue we want to change the title of the ticket (when the sender of the original ticket didn’t use the correct subject). This is after the ticket is created. So not when the ticket enters the system.

Regards,

Luc

Frank Thommen

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Jun 30, 2011, 10:11:59 AM6/30/11

to User questions and discussions about OTRS.

> Is there an easy way to change the title of a ticket. [...]

Ticket View -> Free Fields -> Title.

The subject of all replies will still be the original one

frank
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David Johnson

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Jun 30, 2011, 10:40:37 AM6/30/11

to User questions and discussions about OTRS.

Luc,

Try using Zoom to Ticket details à Additional ITSM Fields and change the field “Title”.

Regards,

David

TechFan

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Jun 30, 2011, 11:25:27 AM6/30/11

to User questions and discussions about OTRS.

I am trying to set X-OTRS-State-PendingTime using a Postmaster Filter
from incoming message. I am unsure what format of data I need to supply
in order to properly set this Header?

Is that a number of minutes? Is it a specific data time?

Anyone know?

Thanks.

Nils Leideck

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Jun 30, 2011, 3:20:13 PM6/30/11

to User questions and discussions about OTRS.

Dear TechFan,

On 30.06.2011, at 17:25, TechFan wrote:

> I am trying to set X-OTRS-State-PendingTime using a Postmaster Filter from incoming message. I am unsure what format of data I need to supply in order to properly set this Header?
>
> Is that a number of minutes? Is it a specific data time?

Try to use an ISO format as described in $OTRS_HOME/doc/X-OTRS-Headers.txt in your installation:

X-OTRS-State-PendingTime: 2007-03-20 00:00:00
---------------------------------------------
Set pending time of ticket! Be careful! For FollowUps use X-OTRS-FollowUp-State-PendingTime.

Cheers, Nils

--
Nils Leideck
http://webint.cryptonode.de / a Fractal project

Robert Woodworth

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Jun 30, 2011, 3:56:16 PM6/30/11

to User questions and discussions about OTRS.

Nils

Based on you posts to the website, I was under the impression you were
working on a
OTRS3 package for Debian.
Is that trus ?
Hows it coming along ?

Nils Leideck

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Jul 1, 2011, 2:06:07 AM7/1/11

to User questions and discussions about OTRS.

Hi Robert,

On 30.06.2011, at 21:56, Robert Woodworth wrote:

> Based on you posts to the website, I was under the impression you were
> working on a OTRS3 package for Debian.
> Is that trus ?
> Hows it coming along ?

I am sorry, it is not me. but you can find the maintainer details on the Debian Maintainer pages.

Cheers, Nils

--
Nils Leideck
http://webint.cryptonode.de / a Fractal project

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Lars Jørgensen

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Jul 6, 2011, 5:29:11 AM7/6/11

to User questions and discussions about OTRS.

Hi Frank,

How do I get there? I looked at SysConfig -> Frontend::Agent::Ticket::ViewZoom, but couldn't find anything useful.

Lars

Michiel Beijen

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Jul 6, 2011, 6:53:49 AM7/6/11

to User questions and discussions about OTRS.

If you don't use ITSM it's in the FreeText Fields option in the Ticket Zoom.

Please note that via the SysConfig you can also add the title field to
other masks as well.

--
Mike

Frank Thommen

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Jul 6, 2011, 7:00:47 AM7/6/11

to User questions and discussions about OTRS.

It's done through the frontend, not SysConfig. Klick on a ticket in the
Dashboard (I think, the resulting page is usually referred as "Ticket
Zoom") and then use the "Free Fields" link on the grey menubar. "Title"
is the first field in the list.

frank

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