Updating Ticket Topic from email subject change

Mortifer

Hi Guys , Sorry i'm new to osticket and have been searching the forums for a week. I would like to be able to update the ticket topic or email subject based on last received email regarding the ticket. can someone help with where i should be looking in the code.Senario: We often raise tickets with other companies regarding tickets we have recieved , I would like to be able to keep track of these in osticket. So i can open a new ticket in osticket and put the 3rd party in the ticket, The ticket is sent out to them and they have a similar ticketing system that updates the subject line with their ticket number and the case starts . The problem I have is ; ostciket on any reply defaults back to ticket topic + ticket number and the 3rd parties ticket number is not sent to them in the subject of the email. I would like to be able to update our topic to include their ticket number or even be able to modify the template to place the latest subject line in.Thanks heaps....

Chefkeks

There is no automatism to update/edit the ticket subject (issue summary). So to achieve this automatically you'd need to alter the source code.To achieve this manually for each ticket just use the "edit" button on top of the ticket details to change the "issue summary" (subject). Alternatively you may need to also edit the email templates used: Admin Panel > Emails > Templates

Mortifer

Thanks for your reply Chefkeks , I would manually update the issue summary if it didnt require manually having to log into the imap server to view the email :( I'm not an experienced php programmer but know enough of other languages to figure it out , Would you have any idea which file i would modify if i wanted to change the source , I've looked through alot trying to find the email parser / database updater but havent found it yet.