Replay only to email address like *@mydomain.com

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rodolfor
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Posts: 89
Joined: 11 Jun 2020, 14:56
Znuny Version: 6.0.27
Real Name: Rodolfo Rughi
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Replay only to email address like *@mydomain.com

Post by rodolfor »

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!
Johannes
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Re: Replay only to email address like *@mydomain.com

Post by Johannes »

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
rodolfor
Znuny newbie
Posts: 89
Joined: 11 Jun 2020, 14:56
Znuny Version: 6.0.27
Real Name: Rodolfo Rughi
Company: none

Re: Replay only to email address like *@mydomain.com

Post by rodolfor »

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
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