Hide/Disable "Reply" Option

[vasanthsherly]

Hi,

I need to DIsable or Hide the "Reply" option in all the Queues. Need Help.

Please find the attachment

Regards
Vasanth Sherly

[wurzel]

Hi,

check documentation chapter ACLs

Flo

[crythias]

First, you won't see Reply if:
The ticket is locked and you're not an Owner or Responsible

If you want to block this, add a [blank] group or uncheck
Frontend::Module###AgentTicketCompose

[vasanthsherly]

Hi,

I have checked the option "Frontend::Module###AgentTicketCompose" but not able to find the setting.

Please find the attachment options are available

We are using the OTRS version 4.0.9

[vasanthsherly]

PFA...Need help

[crythias]

Edit Config Settings in Ticket → Frontend::Agent::ModuleRegistration

AgentTicketCompose.png

[vasanthsherly]

I Have found that option. In that where I should disable the "Reply" option not "Reply All".

Also, it should apply for all the otrs open tickets.

[crythias]

Sorry, I don't think this is possible in version 5.

The Reply All functionality is dependent on whether there are multiple involved customers and would prevent ability be useful if only a single customer.

In version 6, this appears to be merged as one entry.

The appropriate code is in

https://github.com/OTRS/otrs/blob/be65d ... m.pm#L3125

and (I believe) I'd do is something like move

Code: Select all

               push @MenuItems, {
                    ItemType              => 'Dropdown',
                    DropdownType          => 'Reply',
                    StandardResponsesStrg => $StandardResponsesStrg,
                    Name                  => 'Reply',
                    Class                 => 'AsPopup PopupType_TicketAction',
                    Action                => 'AgentTicketCompose',
                    FormID                => 'Reply' . $Article{ArticleID},
                    ResponseElementID     => 'ResponseID',
                    Type                  => $Param{Type},
                };

to an
else block (surrounded by curly braces { } ) after
https://github.com/OTRS/otrs/blob/be65d ... m.pm#L3194

So it would say, "If Recipient count is >1, show the Reply All, else show Reply."

This is untested and will need to be updated for each version.

I'd recommend considering updating your version of OTRS to 5.0.latest for security and bugfixes.

[vasanthsherly]

When I uncheck the option. Totally "Reply" & "Reply All" are removing.

It's there any option to block only "Reply" only, Not "Reply All"

[crythias]

I updated my answer.

[wurzel]

Hi,

besides your idea of removing these functions... why should you remove core function of e-mail (reply, reply all, ...)?
It totally makes no sense as this is E-Mail functionality. Any E-Mail client has this options.

Florian

[crythias]

Hi wurzel,

That's what I thought, then I read it again and realized the request is to remove "Reply" and keep "Reply All".