OTRS 5.0.27 ability to send outbound email when not owner of the ticket
Moderator: crythias
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- Znuny newbie
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OTRS 5.0.27 ability to send outbound email when not owner of the ticket
Hi
OTRS: 5.0.27
Is there a way to enable the sending of outbound emails from a ticket if the user is not the owner of the ticket?
Currently in my installation this is not possible so the agents have to take ownership in this case and this is somehow annoying?
Best,
Thomas
OTRS: 5.0.27
Is there a way to enable the sending of outbound emails from a ticket if the user is not the owner of the ticket?
Currently in my installation this is not possible so the agents have to take ownership in this case and this is somehow annoying?
Best,
Thomas
OTRS 5.0.12 on Ubuntu 14.04 LTS
OTRS 5.0.27 on Ubuntu 16.04 LTS
OTRS 5.0.27 on Ubuntu 16.04 LTS
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Re: OTRS 5.0.27 ability to send outbound email when not owner of the ticket
Hi,
You could remove the RequiredLock setting for AgentTicketCompose in the System Configuration. Or use a setting for queue's unlock timeout which matches your organization.
- Roy
You could remove the RequiredLock setting for AgentTicketCompose in the System Configuration. Or use a setting for queue's unlock timeout which matches your organization.
- Roy
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Re: OTRS 5.0.27 ability to send outbound email when not owner of the ticket
Hi
I changed
Frontend::Agent::Ticket::ViewCompose
Ticket::Frontend::AgentTicketCompose###RequiredLock
From Yes -> No
But it still doesn't work
Also removing the setting completely doesn't fix the issue
I changed
Frontend::Agent::Ticket::ViewCompose
Ticket::Frontend::AgentTicketCompose###RequiredLock
From Yes -> No
But it still doesn't work
Also removing the setting completely doesn't fix the issue
OTRS 5.0.12 on Ubuntu 14.04 LTS
OTRS 5.0.27 on Ubuntu 16.04 LTS
OTRS 5.0.27 on Ubuntu 16.04 LTS
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- Administrator
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Re: OTRS 5.0.27 ability to send outbound email when not owner of the ticket
Hi,
Maybe I was wrong. Do we talk about Reply or Outgoing E-Mail? What valua has the Action parameter in the URL?
- Roy
Maybe I was wrong. Do we talk about Reply or Outgoing E-Mail? What valua has the Action parameter in the URL?
- Roy
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO
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Re: OTRS 5.0.27 ability to send outbound email when not owner of the ticket
Hi
I am talking about email outbound:
/index.pl?Action=AgentTicketEmailOutbound;TicketID=<id>
I am talking about email outbound:
/index.pl?Action=AgentTicketEmailOutbound;TicketID=<id>
OTRS 5.0.12 on Ubuntu 14.04 LTS
OTRS 5.0.27 on Ubuntu 16.04 LTS
OTRS 5.0.27 on Ubuntu 16.04 LTS
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Re: OTRS 5.0.27 ability to send outbound email when not owner of the ticket
Sorry, my bad. Then it is Frontend::Agent::View::TicketEmailOutbound and Ticket::Frontend::AgentTicketEmailOutbound###RequiredLockThomymaster wrote: ↑29 May 2020, 11:37 Hi
I am talking about email outbound:
/index.pl?Action=AgentTicketEmailOutbound;TicketID=<id>
Please keep in mind that the use case for this action is not to write the customer. It's to involve a 3rd party. That's why the recipient is empty and the subject cleared except of the ticket number.
- Roy
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Use a test system - always.
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Do you want to contribute or want to know where it goes ?
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Re: OTRS 5.0.27 ability to send outbound email when not owner of the ticket
I don't have this value in my 5.0.27 installation
OTRS 5.0.12 on Ubuntu 14.04 LTS
OTRS 5.0.27 on Ubuntu 16.04 LTS
OTRS 5.0.27 on Ubuntu 16.04 LTS
Re: OTRS 5.0.27 ability to send outbound email when not owner of the ticket
Hi,
Maybe it was introduced in version 6
you may update.
Flo
Maybe it was introduced in version 6
you may update.
Flo
OTRS 8 SILVER (Prod)
OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11
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OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11
-- Ich beantworte keine Forums-Fragen PN - No PN please
I won't answer to unfriendly users any more. A greeting and regards are just polite.
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Re: OTRS 5.0.27 ability to send outbound email when not owner of the ticket
Once again, my bad, most of the time the profile info is outdated. For version 5 the proper values see the screenshot. JFI: Version 5 is EOL, you should upgrade to 6.
- Roy
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Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO
Use a test system - always.
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Do you want to contribute or want to know where it goes ?
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
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- Znuny newbie
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Re: OTRS 5.0.27 ability to send outbound email when not owner of the ticket
Thanks a lot!
OTRS 5.0.12 on Ubuntu 14.04 LTS
OTRS 5.0.27 on Ubuntu 16.04 LTS
OTRS 5.0.27 on Ubuntu 16.04 LTS