[rt-users] Update Ticket Subject on Comment/Reply

[Kris Germann]

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 <ruz at bestpractical.com>
Sender: ruslan.zakirov at gmail.com
Date: Wed, 20 Oct 2010 02:38:33 
To: <kris_germann at 295.ca>
Cc: <rt-users-bounces at lists.bestpractical.com>; Andrew Best<festivus at gmail.com>; <rt-users at lists.bestpractical.com>
Subject: Re: [rt-users] Update Ticket Subject on Comment/Reply

On Wed, Oct 20, 2010 at 2:16 AM, Kris Germann <kris_germann at 295.ca> 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 <ruz at bestpractical.com>
> Sender: rt-users-bounces at lists.bestpractical.com
> Date: Wed, 20 Oct 2010 02:13:06
> To: Andrew Best<festivus at gmail.com>
> Cc: <rt-users at lists.bestpractical.com>
> 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 <festivus at gmail.com> 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.