Subject in Custom form

PetrG

osTicket:v1.18.1 (0375576)
Apache/2.4.52 (Ubuntu)
MySQL 8.0.37
PHP 8.2.20

Hi, I have a question about custom forms. I have spent hours looking for a solution, but it seems there is no easy one. I just want to use the variable "subject" in my custom form (without using the built-in form). All I am getting is just the name of Help Topic in "Subject" field. I can make it work in e-mail templates using my variables, but this one seems to be hardcoded. Is there really no sollution for this?

Thank you
Have a wonderful day!

KevinTheJedi

PetrG

Variables are unique to a single field. Subject is unique to the Issue Summary. Even if you add a custom field with the same variable it will not work as issue summary takes precedence.

Cheers.

PetrG

KevinTheJedi

Thank you for your reply, I appreciate your time. I understand what you are saying, but I want to use just the custom form - not "issue summary" form. And yes, even when I select just my custom form, subject variable seems to be hardcoded to be used with "issue summary" only. Which is a pitty in my opinion 🙁

Best regards

KevinTheJedi

PetrG

It’s not that deep.. just use a different word or even add a character at the end like “subject2” for the custom field variable.

Cheers.

PetrG

I am not sure I understand you. I created a Help Topic for our personal department (Personální / Ukončení poměru) and added custom form with variables - I did not use the default form. And I cannot use the "subject" variable, So I see always just the name of the Help Topic in a list of tickets - see my picture. I would very much like to use "prijmeniukon" as my subject variable, but I do not know how. In e-mails it works no problem, but in web UI I am not able to do that.

KevinTheJedi

PetrG

The reason it is showing the help topic name is because you have the subject field disabled for the help topic. When you disable the subject field users are not able to add a subject and therefore the system defaults to using the help topic as the subject. If you want to show the “prij..” field as the subject in your queue simply update the queue column’s Primary Data source to the custom field.

Cheers.

PetrG

KevinTheJedi

Oh I see now! it is in "Ticket Settings and Options" and "Queues" where I can specify anything I want! Thank you very much for your kind help and patience! Have a nice weekend!