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 ? 

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