Ticket's Timeline tab during In approval status

[grach22]

Hello, experts!
I've next request:

My end-users want to still sending e-mails from Timeline tab through the ticket "In Approval" status.
Because chatting and mailing have no changing the main info in header/follow-items of the ticket.
I cannot find any standard solutions to put off "read-only" mod for Timeline's tab.

Do you faced with same scenarios before? How did you resolve it?

Thank for your support)
My BR

[AnkushPashine · Accepted solution]

Hello Andrii,

If the approver status of Ticket is 'In Approval', then it is not possible to compose an email from Timeline facet(since email action will be non-editable) .This is the standard/expected system behavior .

Best Regards,

Ankush.

[grach22 · Accepted solution]

Thank you Ankush

May I get around this behavior by using SDK or standard tools?

By BR

[AnkushPashine]

Hello Andrii,

I had confirm on standard behavior, not sure if can achieve via custom logic . Please check with your partner 🙂

BR, Ankush