Here >> Is it possible to change/update the subject on a ticket when a user comments >> or replies?
When I email a user via RT, the subject starting the initial correspondence is set as the title of that ticket - title being what shows iin the queues (or query results for tickets). What I was wondering is if whether when another user replied via their email client to the ticket I sent to them and changed that subject (meaning added to or deleted text from) if it could change the subject of the entire ticket. I've looked in lib/RT/Action/ but ExtractSubjectTag.pm doesn't exist. Kris Germann Mentor, Sales & Technical Support Fibernetics Corp Sent wirelessly from my BlackBerry device on the Bell network. Envoyé sans fil par mon terminal mobile BlackBerry sur le réseau de Bell. -----Original Message----- From: Ruslan Zakirov <[email protected]> Sender: [email protected] Date: Wed, 20 Oct 2010 02:38:33 To: <[email protected]> Cc: <[email protected]>; Andrew Best<[email protected]>; <[email protected]> Subject: Re: [rt-users] Update Ticket Subject on Comment/Reply On Wed, Oct 20, 2010 at 2:16 AM, Kris Germann <[email protected]> wrote: > I actually requested this as well, it would be incredibly useful. > > I've tried making a scrip for making any correspondence extract subject tag > of the email (to RT) and move to ticket TITLE but no luck... I don't see how this related to Andrew's question. Have you looked at lib/RT/Action/ExtractSubjectTag.pm ? No idea what you mean by "TITLE". > Kris Germann > > Mentor, Sales & Technical Support > Fibernetics Corp > > Sent wirelessly from my BlackBerry device on the Bell network. > Envoyé sans fil par mon terminal mobile BlackBerry sur le réseau de Bell. > > -----Original Message----- > From: Ruslan Zakirov <[email protected]> > Sender: [email protected] > Date: Wed, 20 Oct 2010 02:13:06 > To: Andrew Best<[email protected]> > Cc: <[email protected]> > Subject: Re: [rt-users] Update Ticket Subject on Comment/Reply > > Hi, > > I'm not sure why you need this. Doesn't sound like good idea to me. > > If you can do it automatically (I mean with code) then you can use > scrips like Kenneth suggested. > > If you want to allow users to change subject manually on reply then > you have to look into share/html/Ticket/Update.html and hack it to > show Subject input field and process it on submit. > > On Thu, Oct 14, 2010 at 3:21 AM, Andrew Best <[email protected]> wrote: >> Morning all, >> >> Is it possible to change/update the subject on a ticket when a user comments >> or replies? >> >> At the moment the staff need to go into the ticket basics and update the >> subject manually. It would save them time if they could change/fix the >> subject of a ticket when they are commenting or replying to it. >> >> cheers >> Andrew >> >> -- >> Never be afraid to try something new. Remember, amateurs built the ark, and >> professionals built the Titanic. >> >> >> RT Training in Washington DC, USA on Oct 25 & 26 2010 >> Last one this year -- Learn how to get the most out of RT! >> > > > > -- > Best regards, Ruslan. > -- Best regards, Ruslan.
