Hi!
We are using the FAQ module and agents of our OTRS helpdesk use the
texts in the FAQ collection in responses to customers.
Each time this is done then the subject of the Email is appended by the
Title of the FAQ article.
Example:
1. Open "Compose answer (email)"
Subject will read like
Re: [Ticket#1012345] Test Message to Support
2. Click the FAQ button. Popup opens.
3. Select appropriate FAQ article. Say, it's called "Easy Problem, Easy
Solution" Hit the button "Done" which will insert the article's text in
to the email.
4. The subject of the message will be changed to
Re: [Ticket#1012345] Test Message to Support - Easy Problem, Easy
Solution
Some time now I have spent on looking in the configuration for some
switch to turn this off because this behaviour of the software is not
needed for us.
No success so far. Does someone have a hint on what might be the trick?
Thanks
Stefan
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