Hi all.
I'm testing otrs 6 in a organization where otrs do not communicate directly with customers.
The emails are sent only inside the organization (recipients are not agents) also if a ticket is assignd to a specific customers.
In particular, they works on a ticket using the function "Reply", from the last article of the ticket.
They selects the answer model in Reply, and automatically otrs open a new predefined article addressed to the CUSTOMER in "to" section.
I would like to automatically insert in reply, not the customer email, but the responsible/creator/owner mail.
How I can do this?
Thanks!
Replay only to email address like *@mydomain.com
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Re: Replay only to email address like *@mydomain.com
Hi,
without any code modifications this is not possible. The reply method is made "to reply". Not to sent it to a different user
To get a better understanding:
How do you create those tickets? Via Mail or via web-portal or via API?
Does the header contain the the actual sender or the customer?
Regards
without any code modifications this is not possible. The reply method is made "to reply". Not to sent it to a different user
To get a better understanding:
How do you create those tickets? Via Mail or via web-portal or via API?
Does the header contain the the actual sender or the customer?
Regards
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Re: Replay only to email address like *@mydomain.com
Thanks Johannes.
The ticket is created by an internal people who send an email, then the agent sets the correct customer user
If I open the ticket and press "Reply all", the customer user address is always in "To".
Where, in the code I can intercept the reply and reply all function?
Thanks
The ticket is created by an internal people who send an email, then the agent sets the correct customer user
If I open the ticket and press "Reply all", the customer user address is always in "To".
Where, in the code I can intercept the reply and reply all function?
Thanks