Re: [otrs] Is it possible to change OTRS's default behaviour of locking a ticket when agent sends an email?

Excelent. Unfortunately those are global settings. But I am glad it worked for you. Best Regards. 2016-02-25 12:15 GMT-06:00 Stanford, Philip N. : > Hi Alvaro, thanks for your reply, I hadn’t thought of looking in > ‘Ticket::Frontend::AgentTicketCompose’. > > I’ve done some

Re: [otrs] Is it possible to change OTRS's default behaviour of locking a ticket when agent sends an email?

Hello, I believe in Agent::TicketViewCompose, you can add the new type to variable to Ticket::Frontend::AgentTicketCompose###StateType and set the default state to "new", and also change the RequiredLock option to No. Still haven't tested, but it still may get the current agent as owner, but I

[otrs] Is it possible to change OTRS's default behaviour of locking a ticket when agent sends an email?

Hi We've been discussing some changes in our help-desk workflow which we may want to implement as part of a forthcoming move to OTRS 5, from 3.0 The normal OTRS behaviour for a ticket created from an incoming mail is for it to remain 'new' and 'unlocked' until an agent replies to the customer.