ADVISE NEEDED - exchanges with external people

ppcm

Hello everyone,
I need some advises for a process with external services
We receive emails for users in osTickets, great, it works fine
Sometime, for some subjects, we need to ask something to someone, not using osTicket with history

So currently, what we do:

We change the recipient of the ticket
We made a canned responses generating all the ticket in the same ticket
After the response of the external service, we rechange the recipient to the original one

The issue, is that the original can all the messages

Do you have an idea to make it more clean?

Thanks a lot for your help

Technically, we are using osTicket 1.18.1

KevinTheJedi

ppcm

Why don’t you create a separate Ticket specifically for the external convo and then Link it to the original? Or you can create a Task (separately or attached to the Ticket) and add Collaborators.

Cheers.

ppcm

Thanks KevinTheJedi

The creation of a new ticket was our first idea, but how to copy simply the content of the original ticket to the new one?

KevinTheJedi

ppcm

You can create a Ticket from any Thread Entry. However, it will not include form field values, etc. If you need the Ticket metadata copied to another Ticket you must do it manually. We do not have a copy/duplicate Ticket feature.

Cheers.

ppcm

KevinTheJedi thanks
We don't need all meta data, We need all threads of a ticket, in that way, the external user can see the history of the whole exchange...

PS: when I create a new ticket from a thread of a ticket, the content details of the ticket is empty
But for a task, it is filed...

KevinTheJedi

ppcm

Then there is no real smooth way of doing it in your case; especially if you need all thread entries. You can print the Ticket to PDF however that will include the owner, metadata, etc.

Not exactly sure why, but maybe you need to select a Help Topic first so it shows the Ticket Details Form?

Cheers.

ppcm

KevinTheJedi thanks for you help
But printing the ticket will be too time-consuming, opertors will not be agree

Not exactly sure why, but maybe you need to select a Help Topic first so it shows the Ticket Details Form?

I don't understand what to do

KevinTheJedi

ppcm

Well that's just how our system functions. 🤷‍♂️ You can always customize it to your liking.

When you click "+ Create Ticket" from the Thread Entry Action list and get brought to the Ticket Creation screen, select a Help Topic and see if it then loads the Message field with the content filled in.

Cheers.