AgentTicketEmailOutbound reset subject if To empty

[rodolfor]

Hi all.
I've seen that if I create an AgentTicketEmailOutbound, if I forget to enter the recipient email, when I press the Send button it reports the error and places me on the To field, but the email subject is reset to the default.
Is it possible in these cases to make the subject line not reset to its default?
Thank you

Rod

[zzz]

Hello Rod,

I couldn't reproduce the issue.
What version are you on and did you use drafts?

— Emin

[rodolfor]

Hello Emin, I use 6.0.29

To be more correct, I do not have this issue when I select Tickets > New Email ticket but when I open a Ticket and I go to Communication > E-mail outbound

Thanks

[root]

Hello Emin, I use 6.0.29

To be more correct, I do not have this issue when I select Tickets > New Email ticket but when I open a Ticket and I go to Communication > E-mail outbound

Hi,

Do you know there is a difference between the function you mention and reply/reply to all?

- Roy

[rodolfor]

Thanks Roy.
In my case, the ticket was created for me by another agent.
The procedure is that at this point I send a communication to an external customer.
Then I add a "Communication > E-mail outbound" to the ticket.
In this case, if I forget to insert the recipient email, I could have the issue.

Rod

[zzz]

I was also unable to reproduce this behavior on an older version.

However, I believe this is connected to an older bug and should be resolved with an update (you're missing a lot of security updates anyway).

— Emin

[Johannes]

Do you know there is a difference between the function you mention and reply/reply to all?

I quote roy here. This is no bug but intended behaviour.
AgentTicketEmailOutbound is for "clean communication with externals".
So no default subject, except the ticket# is used.

If you want to answer, use a reply template and the subject will be kept.

[zzz]

It's normal that the subject is empty on load, and he is also using the module for external communication. I just don't think that's the problem he's describing.

To me, it sounds like the issue is that “$Param{Subject}“ becomes empty when form validation fails.

— Emin

[Cali38]

In my scenario, another agent created the ticket for me.
The protocol involves me sending a communication to an external customer at this stage.
Subsequently, I include an "Communication > E-mail outbound" entry to the ticket.
If I overlook adding the recipient's email address in this instance, it could lead to a problem.