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

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Thomymaster
OTRS newbie
Posts: 72
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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OTRS Version?: 4/5/6
Real Name: Roy Kaldung
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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/

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