Hi Martin,
Martin Edenhofer schrieb:
> Hi,
>
> Alexander Scholler schrieb:
>>>> What is your intention:
>>>> (a) Shall it not be possible to forward notes (much to my regret)?
>>> IMO it depends on what type of articles should be possible to forward.
>>>
>>> Normally just email can be bounced and forwarded. If you forward notes,
>>> it could get confusions. What do you think?
>> We use notes to store internal work done on the ticket.
>> If we get stuck and need to ask higher-leve-support ourselves, we need
>> to forward notes.
>
> Normally it would be fine if any agent (also higher-level-support) could
> work as agent in OTRS. So no forward would be needed.
This is not always possible. Think of higher-support-units located
outside your company (e.g. software-vendor)
>
>>>> (b) Is it a bug that the forward-link is missing, or can it be
>>>> configured to be displayed?
>>> Today it can not be configured. Only non notes can be bounded and forwarded.
>> Can you point me at the code where this is implemented?
>
> 2.1:
> Kernel/Modules/AgentTicketZoom.pm
> ~650
> [...]
> # select the output template
> if ($Article{ArticleType} =~ /^note/i) {
> # without compose links!
> [...]
>
> Try:
>
> [...]
> # select the output template
> if (0 && $Article{ArticleType} =~ /^note/i) {
> # without compose links!
> [...]
>
> But not tested. Feedback would be nice if it's working.
Thanks for your hint. Your suggestion works, but I didn't implement it
because it would enable all artlcle-actions like
* compose
* phone outbounding
Instead I moved the closing bracket "}" of else-path of
if ($Article{ArticleType} =~ /^note/i) {
up so that
if (!defined($AclAction{AgentTicketForward}) ||
$AclAction{AgentTicketForward}) {
$Self->{LayoutObject}->Block(
Name => 'AgentArticleComForward',
Data => {%Param, %Article, %AclAction},
);
}
if (!defined($AclAction{AgentTicketBounce}) ||
$AclAction{AgentTicketBounce}) {
$Self->{LayoutObject}->Block(
Name => 'AgentArticleComBounce',
Data => {%Param, %Article, %AclAction},
);
}
if (!defined($AclAction{AgentTicketPhone}) ||
$AclAction{AgentTicketPhone}) {
$Self->{LayoutObject}->Block(
Name => 'AgentArticleComPhone',
Data => {%Param, %Article, %AclAction},
);
}
is always run through.
As much as I can remember, I now have the same behaviour like in older
OTRS-versions.
>
>>>> Bye, Alex
>
> -Martin
Thanks, Alex
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