13 Aug
2008
13 Aug
'08
7:36 a.m.
Hi Nils,
Is it possible to compose an email response to an unlocked ticket without becoming the owner?
Yes, just google it: http://www.mail-archive.com/otrs@otrs.org/msg19793.html You might need to disable the locking requirement in quite a lot of places. I wouldn't recommend a setup like this though. Locking is a big part of the point of using a trouble ticket system in the first place.
That thread is about disabling locking altogether. I just need to disable locking when composing an email response to an unlocked ticket. But the answer was in there, somewhere: Ticket::Frontend::AgentTicketCompose###RequiredLock -- Lars