OTRS 5.0.27 ability to send outbound email when not owner of the ticket

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Thomymaster
OTRS newbie
Posts: 76
Joined: 26 Sep 2016, 10:50
OTRS Version?: 5.0.12
Company: MPImF Heidelberg

OTRS 5.0.27 ability to send outbound email when not owner of the ticket

Post by Thomymaster »

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 5.0.12 on Ubuntu 14.04 LTS
OTRS 5.0.27 on Ubuntu 16.04 LTS

root
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Re: OTRS 5.0.27 ability to send outbound email when not owner of the ticket

Post by root »

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
OTRS 5/6 CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

Do you need professional services for the ((OTRS)) Community Edition? Check out https://www.znuny.com/

Thomymaster
OTRS newbie
Posts: 76
Joined: 26 Sep 2016, 10:50
OTRS Version?: 5.0.12
Company: MPImF Heidelberg

Re: OTRS 5.0.27 ability to send outbound email when not owner of the ticket

Post by Thomymaster »

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
OTRS 5.0.12 on Ubuntu 14.04 LTS
OTRS 5.0.27 on Ubuntu 16.04 LTS

root
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Re: OTRS 5.0.27 ability to send outbound email when not owner of the ticket

Post by root »

Hi,

Maybe I was wrong. Do we talk about Reply or Outgoing E-Mail? What valua has the Action parameter in the URL?

- Roy
OTRS 5/6 CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

Do you need professional services for the ((OTRS)) Community Edition? Check out https://www.znuny.com/

Thomymaster
OTRS newbie
Posts: 76
Joined: 26 Sep 2016, 10:50
OTRS Version?: 5.0.12
Company: MPImF Heidelberg

Re: OTRS 5.0.27 ability to send outbound email when not owner of the ticket

Post by Thomymaster »

Hi

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

root
Moderator
Posts: 2224
Joined: 18 Dec 2007, 12:23
OTRS Version?: 4/5/6
Real Name: Roy Kaldung
Company: Znuny Inc.
Contact:

Re: OTRS 5.0.27 ability to send outbound email when not owner of the ticket

Post by root »

Thomymaster wrote:
29 May 2020, 11:37
Hi

I am talking about email outbound:

/index.pl?Action=AgentTicketEmailOutbound;TicketID=<id>
Sorry, my bad. Then it is Frontend::Agent::View::TicketEmailOutbound and Ticket::Frontend::AgentTicketEmailOutbound###RequiredLock

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
OTRS 5/6 CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

Do you need professional services for the ((OTRS)) Community Edition? Check out https://www.znuny.com/

Thomymaster
OTRS newbie
Posts: 76
Joined: 26 Sep 2016, 10:50
OTRS Version?: 5.0.12
Company: MPImF Heidelberg

Re: OTRS 5.0.27 ability to send outbound email when not owner of the ticket

Post by Thomymaster »

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

wurzel
OTRS guru
Posts: 2955
Joined: 08 Jul 2010, 22:25
OTRS Version?: 6.0.x

Re: OTRS 5.0.27 ability to send outbound email when not owner of the ticket

Post by wurzel »

Hi,

Maybe it was introduced in version 6
you may update.

Flo
OTRS 8 SILVER (Prod)
OTRS 8 auf Debian 10 (Test)
    ((OTRS)) Community Edition 6.0.x, LAMP LIVE auf Debian 10

    -- 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.

    root
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    Re: OTRS 5.0.27 ability to send outbound email when not owner of the ticket

    Post by root »

    Thomymaster wrote:
    29 May 2020, 12:23
    I don't have this value in my 5.0.27 installation :(
    Once again, my bad, most of the time the profile info is outdated. For version 5 the proper values see the screenshot.
    2020-05-29 at 2.21 PM.png
    JFI: Version 5 is EOL, you should upgrade to 6.

    - Roy
    You do not have the required permissions to view the files attached to this post.
    OTRS 5/6 CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

    Do you need professional services for the ((OTRS)) Community Edition? Check out https://www.znuny.com/

    Thomymaster
    OTRS newbie
    Posts: 76
    Joined: 26 Sep 2016, 10:50
    OTRS Version?: 5.0.12
    Company: MPImF Heidelberg

    Re: OTRS 5.0.27 ability to send outbound email when not owner of the ticket

    Post by Thomymaster »

    Thanks a lot! :)
    OTRS 5.0.12 on Ubuntu 14.04 LTS
    OTRS 5.0.27 on Ubuntu 16.04 LTS

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