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

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Thomymaster
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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
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Thomymaster
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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
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

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Thomymaster
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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
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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, 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
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

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Thomymaster
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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
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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 11 (Test)
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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
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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.

Do you need professional services? Check out https://www.znuny.com/

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Thomymaster
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Posts: 76
Joined: 26 Sep 2016, 10:50
Znuny 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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