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The advanced article forward functionality can be disabled in the system configuration.
This package adds the bulk forward functionality for articles and the possibility to display an advanced article forward icon in the article widgets, regardless of used communication channel, sender type and visible to customer setting.
Ticket Detail View
The feature makes it possible for the agents to select multiple articles from one ticket and forward them at the same time instead of forwarding only a single article. A checkbox is displayed next to each article in the *Communication Stream* and in the *Communication Compact* widgets and a mail icon is displayed in the header of the widget. Clicking on this icon opens the *Forward via Email* action and attaches all selected articles as attachments.
Advanced Article Forward in Communication Stream Widget
It is possible to set in the system configuration that the forward icon is displayed for every ticket articles. In OTRS usually notes, notifications and email notifications are not forwardable.
By using the advanced article forward functionality it is also possible to set all selected articles as seen.
Use case example:
The agent opens the ticket detail view to forward multiple articles. With the checkboxes in the article list, the relevant articles can be selected or all articles with the checkbox in the header row. The advanced article forward icon is disabled, if no article in the article list is selected. The agent can also forward a note if this possibility is activated in the system configuration settings.
The advanced article forward icon will be activated, if the agent selects at least one article.
In the *Forward via Email* action the selected articles are added as attachments.
If the feature is activated in the system configuration setting, the agent can set all forwarded articles as seen with sending the forward mail.
Agent Email Interface
This feature add-on makes it possible for an agent to work with tickets via emails without having to use the web agent interface of **OTRS**.
In order to work with this module an agent could just reply to any ticket notification email by including one or many commands between two special command tags, like this:
Commands can be combined (comma separated) if it makes sense to combine them.
The following commands exist:
``send`` – Sends an email to the customer, including the cc and bcc recipients (``send`` also locks the ticket).
``nocc`` – If used together with ``send``, the cc and bcc recipients will be excluded.
``lock`` – Locks the ticket.
``unlock`` – Unlocks the ticket.
``get`` – Gets the last customer article and sends it to the agent.
``note`` – Adds an internal note to the ticket.
``close`` – Closes the ticket (also unlocks the ticket).
The package restricts the functionality of this feature to agents known to the system, but it does not use advanced security mechanisms such as digital signatures and the like.
Saves time because frequent logging in and out is not necessary.
Increase flexibility because you do not have to log in to the system.
Can be used in all areas where agents are not logged in permanently to the **OTRS** agent interface.
The agent interface address should be set to the same as in setting *Core → Email → NotificationSenderEmail*.
This translation Translated OTRS 8/Feature Add-ons Manual or
The following string has the same context and source.
Translated OTRS 8/OTRS or


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OTRS 8 / Feature Add-ons ManualEnglish

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10 months ago
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10 months ago
Translation file
locale/content.pot, string 526