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Subject change not always effective
Problem reported by Otto Keravuori - October 19, 2016 at 11:27 AM
Known
If you change the subject of a ticket from actions, it still sends notifications/replies with old subject.
 
This is quite a big problem, when you change the subject and then customer receives the old subject (in case it is not meant to be sen with the old name) and you also talk about different subject with your customer.
 
..Otto

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Von-Austin See Replied
October 24, 2016 at 1:13 PM
Employee Post
Otto,
 
I just attempted to replicate this on a fresh install of SmarterTrack 12.2 and was unable to replicate the issue, renaming the ticket from the actions menu, as well as by manually modifying the subject on an outbound ticket response behaved as expected.
 
Which version of SmarterTrack are you currently running ? 
Von See
Technical Support Specialist / Internal IT
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
0
Otto Keravuori Replied
October 24, 2016 at 2:13 PM
Hi,
 
We are running version 12.2.6074.17357
 
The ticket needs to be sent by email. So 
1) Check that you have forward set to your user (you will get an email when you receive a ticket)
2) Send an email to your helpdesk-address that smarter track is polling
3) Rename subject using the Actions menu when ticket arrives
4) Transfer the ticket from queue to you
 
-- > You will now receive two emails with old subject. One it the "Thank you email" and the other is the email, that a ticket has been transferred to you. Even though you did change the subject before that second email
 
It is midnight now in Finland so I need to leave the office. But that is one sample. And I am afraid, that same will happen if you send and information about resolution etc.
 
I think it would be good to check that there is no place, that uses the old subject. And why does that old subject needs to be stored anyway?
 
..Otto
 
1
Von-Austin See Replied
October 26, 2016 at 9:36 AM
Employee Post
Otto,
 
Thanks again for reporting this. Our developers have confirmed it as a bug and this will be corrected in a future minor release. 
Von See
Technical Support Specialist / Internal IT
SmarterTools Inc.
(877) 357-6278
www.smartertools.com

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