Good day to everyone!
Is it possible to automate "save draft" feature while composing a ticket or answering a ticket? Currently all changes are discarded if the Compose/Reply window is closed accidentally.
I know that it might be good practice to compose replies in a Word and then put into reply window, but sometimes I need to save draft reply and ask another Agent to review it.
OTRS5 Save draft feature
Moderator: crythias
OTRS5 Save draft feature
OTRS 5.0.9 on CentOS 7.1 with MariaDB
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root
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Re: OTRS5 Save draft feature
There is not standard feature on OTRS know to me with this function. I only know add ons for that purpose where you have to pay for.
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Do you want to contribute or want to know where it goes ?
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
Re: OTRS5 Save draft feature
Hi root,
Thank you for your reply. Could you share the name of that addon?
Thank you for your reply. Could you share the name of that addon?
OTRS 5.0.9 on CentOS 7.1 with MariaDB
Re: OTRS5 Save draft feature
Still looking for any solution...
OTRS 5.0.9 on CentOS 7.1 with MariaDB
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reneeb
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Re: OTRS5 Save draft feature
Currently I'm working on such an addon... I think it will be finished in the first week in 2016... I'll send you a note when I have finished the module.
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Free Znuny add ons from the community: http://opar.perl-services.de
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Re: OTRS5 Save draft feature
reneeb,
Thank you, looking forward to hearing from you.
Thank you, looking forward to hearing from you.
OTRS 5.0.9 on CentOS 7.1 with MariaDB
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msomers
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Re: OTRS5 Save draft feature
I am very interested in such an addon, do you have any additional information on this?reneeb wrote:Currently I'm working on such an addon... I think it will be finished in the first week in 2016... I'll send you a note when I have finished the module.
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fisettec
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Re: OTRS5 Save draft feature
Hi,
As this feature was a must for us, we ended up implementing it ourselves some time ago. Even if the solution is not very elegant (as we had to modify some core OTRS file and the DB schema ), it work ok. I share here the method we used to help other developers. It’s kind of difficult to share the code itself, as it is mixed to other customisation and we did not exactly followed best practices as we were new to OTRS at that time. So here we go:
The trick is to modify OTRS to abort sending article of a specific type. The article get created normally in the DB, but is not send by the postmaster. We then use a little customised forward action to get back to the draft.
- Added a new article type in config and the DB, named “draft-internal”
- Modify ArticleSend method in Article.pm to abort sending article of type “draft-internal”. When the draft is finally sent or the ticket closed, clear the draft flag for the ticket.
- Customise the AgentTicketForward.pm module to correctly set the to, cc, bcc, subject and body in case of a draft
- Add a “Save as draft” button to AgentTicketForward, AgentTicketCompose and AgentTicketEmail
- Customise AgentTicketZoom.pm to change the name of the forward action in case of a draft and remove the reply action
- Added a view to get all open ticket with the draft flag set.
IMHO, as this kind of customisation get deep into the OTRS code, it should belong in the core product and not in an add-on, at least not in the way we ended up implementing it…
As this feature was a must for us, we ended up implementing it ourselves some time ago. Even if the solution is not very elegant (as we had to modify some core OTRS file and the DB schema ), it work ok. I share here the method we used to help other developers. It’s kind of difficult to share the code itself, as it is mixed to other customisation and we did not exactly followed best practices as we were new to OTRS at that time. So here we go:
The trick is to modify OTRS to abort sending article of a specific type. The article get created normally in the DB, but is not send by the postmaster. We then use a little customised forward action to get back to the draft.
- Added a new article type in config and the DB, named “draft-internal”
- Modify ArticleSend method in Article.pm to abort sending article of type “draft-internal”. When the draft is finally sent or the ticket closed, clear the draft flag for the ticket.
- Customise the AgentTicketForward.pm module to correctly set the to, cc, bcc, subject and body in case of a draft
- Add a “Save as draft” button to AgentTicketForward, AgentTicketCompose and AgentTicketEmail
- Customise AgentTicketZoom.pm to change the name of the forward action in case of a draft and remove the reply action
- Added a view to get all open ticket with the draft flag set.
IMHO, as this kind of customisation get deep into the OTRS code, it should belong in the core product and not in an add-on, at least not in the way we ended up implementing it…