Hello, we're mostly succesfully trying to clench OTRS into our workflow.
One issue I've stumbled upon is that our workflow includes frequent forwarding of incoming mail and awaiting for external response (all of which belongs under one ticket). We have set of templates for that purpose, problem is that OTRS does not support templated forwards, only Responses. I've diven into OTRS codebase and implemented (mostly refactored from AgentTicketCompose) template using into AgentTicketForward. It's only halfway done (but works ok), because it uses templates for Responses, which is not optimal. Ideal would be to have special set of Responses for Compose and for Forward, and I would like to ask for advice to which would be the "right" OTRS-ish way to implement them. Currently Responses have states assigned to them - "valid", "invalid", "invalid-temporarily", one approach could be to change "valid" to something like "compose" and add "forward" state, which would identify what is template for. Is that viable approach? Last question - is this feature interesting enough to be sometimes included into main tree? That is why I'm asking for right direction for implementation, so I'm not far away from core developers' vision. Current (working) patch against OTRS-2.1.2 is included. Cheers -- Pavel Kácha
OTRS-Forward-Response-Templates.patch.gz
Description: GNU Zip compressed data
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