Forward a ticket to email

StefanoC

Hi,
i want to know if is possible to forward a ticket contenet (text and attachements) to an external email address.
Let me know if it's possible.

Thank you.

Stefano

ntozier

You could add a collaborator to the ticket and resend the ticket body.

But there is no means to just forward a specific ticket to another email address (that is not currently on the ticket).

RobyR

Hi,
is it possible somehow to send the ticket ONLY to the collaborator without including the original sender?
This can be useful for example if I need to ask a separate authorization from the collaborator prior to execute the ticket request, and I don't want the original sender to see it.

Thanks
Rob

ntozier

This is not a feature of osTicket at this time.

RobyR

Could it be included in the next releases?

ntozier

You are free to go to github to make a feature request. But I am cannot commit the devs to adding this or any other feature as i do not have the authority to do so since I'm just the forum moderator.

Open a new issue with a title prefixed with [Feature Request] here:
https://github.com/osTicket/osTicket/issues/new/choose

Of course you can just print the ticket to a pdf and email that to your external contact.

Tarnok

Sorry to hijack an old thread, but adding a collaborator and resending the ticket body would help in my case, how do you do that?

KevinTheJedi

Tarnok

An Agent can add any Collaborator above the Response textbox and then use the %{ticket.thread.original} variable anywhere in the Response textbox and that will populate the original (first) message in the reply the Agent sends.

Additionally, we have a variable that will print out the full ticket thread. You can edit your Response/Reply Template and add the variable %{ticket.thread.complete} and when any Agent replies to any ticket (that uses this particular template set) the full thread will be sent to the configured recipients.

Cheers.