OTRS - Change the field order in the e-mail response

Posted Tue, 05/01/2010 - 20:16 by andreas

 

Problem description:

When you want to compose an e-mail answer within a ticket some fields are already inserted in the new mail. You want to change the order of the fields or delete or add fields.

 

Solution:

The field order can be changed in the sysconfig.

  • In dem admin menue click on "Sysconfig"
  • On the left side you see the drop down field "Group". Choose "Ticket" and click on "Show"
  • Open "Ticket -> Frontend::Agent::Ticket::ViewCompose"
  • Change the field order at "Ticket::Frontend::ResponseFormat:"
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