Hi Jim, On Wed, 2010-04-07 at 13:22 +0200, Jim Fullton wrote:

Has anyone implemented draft email ticket replies yet? If so, is the implementation available for use by others? I have done the usual googling and have reviewed this list and as much of the otrs list as I could, and found some discussion of intermediate work, but nothing finalized.

As far as I know, there are no such developments available. It IS an old request (see http://bugs.otrs.org/show_bug.cgi?id=416) and we would be open to add any such developments (if performed right) to be incorporated in OTRS. Since in the current implementation emails and such are sent at article create time, and you probably would not want to mess with that, a possible implementation could look like this: * Add a new article type "email-external-draft" or the like * Make an option to save as draft from the AgentTicketCompose function, or make it save automatically every X seconds if there was a change. This should add an article of this 'draft' type to the ticket; or it should update said article. * If you send an draft article, the 'draft' type article is removed, and a regular email-external article is added. This triggers the sending of the email as usual. of course there should also be functionality added to continue working on a draft article, or to discard a draft. Probably you would also have the ability to show tickets that still have drafts inside. If you would need more specific advice or hints, please feel free to ask here or drop by in the #otrs IRC channel on Freenode where some of us usually hang around. Regards, Mike.