compose email

[theodore]

Hi all,

I would like to know if there is a way in an existing ticket to be able to compose an outgoing email (not a reply).

This is needed as in many tickets there is need to send emails to others than the customer.

The only way to do it now is either to compose a reply, replace the email address with the new one and then go and delete all the previous email communication form the reply or to create a new email ticket and then merge it with the current one.

Regards
Theodore

[jojo]

that can be done with the "Forwarding" functionality

[theodore]

Hi,



Indeed we could use the forward function that however brings another question... Can we disable only for the forwarding emails the conversation history and if yes how can we do that?

Kind regards
Theodore

[theodore]

Hi,

I have figured out that there are 2 files the

agentticketforward.pm and the agentticketforward.dtl however I can't figure out what to comment out so when I forward the email not to include the original message.

can someone help me?