the first article will be "customer – email-external" and let the customerID : user1@mail.com
also assume that this customer add a cc to this email
when another customer in this cc reply all to this email, let this customer be : user2@mail.com
the 2nd article will be "customer – email-external" .
in such cases the event notification is function is limited.
it will only send out an notification to the customer that send the mail in this case (user2@mail.com) and not to the one that started the email (user1@mail.com)
is there anyway to configure such a way that any update will send to the customerID which is the case starter and not to anyone that reply....
the otrs system recognize anyone who reply as customer...in which the case is not always true