I am thinking about turning off the subject field from all of our tickets, does any one have a reason not to? they seem to be duplicate and I cant see anywhere it is used or adds value?
It's turned off for all client facing request types in our configuration. We did not see value for the field, since our request types are serving the purposed that the Subject field would. We do use the Subject field for some alerts that arrive via e-mail. This is mostly disk space messages, etc. so the Subject field holds the server or database name. Then we can use an action rule to assign tech group.
Yes we have, and we have found that it won't send an email notice when creating a ticket w/out a subject.
If you allow email ticket creation, leave subject for the request types that the initially created ticket will become.
If you only allow ticket creation from client login and not email, go nuts! You can do what you want.
Yeah, it seems like an annoyance for our users. It's hidden when you create a ticket on the portal, but it's still enabled so we can get email tickets.
Patricks how do you turn it off for the portal but leave on for email? I have been going into the request typing and unchecking the box.
You set a default request for incoming email. If subject is allowed in that request, then it will be populated from the subject of the email. If not checked, you loose whatever your clients entered in the subject of the email.
