How to add external-email article type

[dstover]

I would like to add the capability to send an email from a ticket to a certain email address. It looks like possibly the Compose capability is needed, possibly with the ability to use the external-email article type. For some reason, I am not able to see that in my OTRS configuration. I have added AgentTicketCompose => 1 to the ACL. Maybe I am not doing this correctly?

Please advise. Thanks...Dan.

[crythias]

Reply/Response Template or Forward.

[dstover]

I do not have those as tabs in my tickets. Are they supposed to be tabs you can click on?

[crythias]

they are menu items per article.

[dstover]

I am not seeing external-email in any articles in our system. How do you make it show up? I have also looked at articles that are put in using Process management.

[crythias]

May I assume that you've never replied to a customer via the ticketing system? You don't see the word "Forward"?

And given that you've never done this basic element of ticket management, you also don't see where to drop down the entry in the respective popup window to be Internal or external.

[dstover]

That is correct. I have never replied to a customer from the ticketing system and I do not see the word Forward. We are using OTRS for mostly internal purposes using Process Management and have not had the need until now to reply directly from the system to a customer. The articles I am using are the ones that are used within a data entry screen within a Process Management process and they do not in my system include external-email as an option.

[crythias]

The articles I am using are the ones that are used within a data entry screen within a Process Management process and they do not in my system include external-email as an option.

This is helpful information that isn't in the original post.

So send a notification (event).

[crythias]

You will be limited in what you can do with a Process Ticket if you haven't actually created articles [that look like there is a customer attached].
But you should be able to click E-Mail Outbound ... isn't that available to you?

On the other hand, there's no point in creating an article of type email-external that didn't actually send an email.