From field <> real sender

[gerald2545]

Hi,
we noticed a bug in some sent emails : the from field in the email is set to Agent A, whereas it is agent B who sent the email via OTRS. The signature in the email it the right one (agent B) and the sender displayed in the table of articles is also OK (agent B).

It's quite annoying.

Agent A and Agent B both contributed in the ticket.....can you reproduce this behaviour?

Thank you for your help

Gérald
PS :
enclosed article1 : sender Agent = Céline to Customer = Jérôme
enclosed article2 : sender Customer = Jérôme to Agent in the To field = Lisa (whereas it is an answer to the previous article)

article1.png

article2.png

[jojo]

you should update to latest patchlevel and check again

[gerald2545]

Hi,
I updated OTRS to 6.0.29 two days ago.
The problem occurred once again today....
it seems to be random.....I will try to find out...but if you have any idea.....

thank you

Gérald

[gsalin]

Hello,
we can still reproduce this behoviour with the last version of znuny
any idea?

Gérald

[root]

Hello,
we can still reproduce this behoviour with the last version of znuny
any idea?

Gérald

Hi,

Please open a new post with a "fresh" error description.

- Roy

[gsalin]

hum, why opening a new post ?
the description will be the same. I can take another example, but the problem is strictly identical

[gsalin]

Hi, freshly upgraded to 6.5.6,
this problem still occurred at least 2 times yesterday.

• Agent 1 write to Customer A : in the article overview the sender is set to Agent 1 and the communication log for this email is clean : no problem
  Customer A sends an email back to answer Agent 1 : we see in its email content that the From field of "Agent 1" email is set to "Agent 2", as well as the To field in the customer email (as in the communication log stating that the To field is set to Agent 2:

znunyEmailErrorSender.png

This problem does not seem to be systematic.
Could you help, telling me where to start my investigation please?

[gsalin]

I created an issue https://github.com/znuny/Znuny/issues/541. I think it's better there.
I'll keep you informed