Share a Thread with external

ppcm

Hello the team,

Is there a way to have a link to a thread to make it accessible by an external user?
Something like the content of the variable %{recipient.ticket_link} but directly accessible by an agent in the UI

The goal is not to send a new ticket to the external agent with this link (like described here), the goal is to copy/paste the link in Teams, Slack, Discord, ... whatever

Thanks for your help

KevinTheJedi

ppcm

External people must exist in the system to view a Ticket. Users must be added as collaborators and Agents must be referred/assigned/etc.

Cheers.

ppcm

Thanks @KevinTheJedi for the reply
It could be a good feature to have a way to share a thread

For example, in our case, there are only 3 agents who are using osTicket, but 10 people who can be consulted to have the right answer
And it will not be usefull to create an account for each of them... ( a training will be needed and the will not use it so much)

KevinTheJedi

ppcm

To view a Ticket you must be an Agent/User/Collaborator. In order for someone to post a reply they must be an Agent in the system and reply from within the system. To add a message they must be a User or Collaborator. Users can add messages via the portal and email.

You can download the Ticket as a PDF and share it externally if you’d like. It makes a PDF similar to the Ticket View.

Cheers.

ppcm

Good idea @KevinTheJedi generate a PDF is an alternative. Our agents will need to generate the file and bring the file to the messenger app
It will be a little bit time consuming, but it is better than copy/paste

The goal is to have only consultation, no post. I understood, actually it is not possible, but for future version, could it be a feature?

KevinTheJedi

ppcm

It can be added as a feature request on GitHub (if not already requested) however there is no guarantee it will ever make it as a feature. It can be super dangerous and has potential to be exploited, introduce data leaks, etc.

Cheers.

ppcm

Sorry KevinTheJedi I was not able to pull a request
Pull request creation failed. Validation failed: must be a collaborator

ppcm

I will add it as a request
But I don't think there is more leaks than the content of this variable %{recipient.ticket_link} - The user doesn't need to authenticate to access to the thread, and it can add a comment in this case
But in the request it is for read only purpose, nothing more...

KevinTheJedi

ppcm

Then anyone could potentially guess a URL and make posts as the user/agent when they aren’t the actual user/agent. Same thing now which is why we make users/agents authenticate to prove their identity; unless they get a guest link which has an auth token built in.

I’ve never seen that error before. You must not be a GitHub user? Look at GitHub documentation for the cause of the error.

Cheers.