When I create a ticket witch is based on the customer database in OTRS, I select a customer, fill in all the required informtion and submit it, a confirmation e-mail is send to the customers e-mailaddress where <OTRS_CUSTOMER_REALNAME> is a nice full name of the customer. (so far ok)
If i would like some more information about the ticket so I sent an e-mail to the customer. When the customer replies, it seems the <OTRS_CUSTOMER_REALNAME> is changed in the ticket form his [Real Name] to the e-mailaddress??
For when I use <OTRS_CUSTOMER_REALNAME> again in any interaction this displays the e-mail address.
Maybe is is realy logical, but for now it is not clear to me how this works.
Can anyone help me with this?
<OTRS_CUSTOMER_REALNAME> changes after customer replies in e-mailaddress
Moderator: crythias
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patriquetenbosch
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crythias
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Re: <OTRS_CUSTOMER_REALNAME> changes after customer replies in e-mailaddress
Hi, and welcome to the Otterhub/OTRS forums. Please take a moment to update your signature with your OTRS version and click my Need help? link for potential ways that you might find your answer.
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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patriquetenbosch
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Re: <OTRS_CUSTOMER_REALNAME> changes after customer replies in e-mailaddress
Hi Crythias,
Can you please explane 'click my Need help?'. Where can i fiend this link?
Patrique
Can you please explane 'click my Need help?'. Where can i fiend this link?
Patrique
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reneeb
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Re: <OTRS_CUSTOMER_REALNAME> changes after customer replies in e-mailaddress
You can find the link in crythias' signature... It links to viewtopic.php?f=53&t=16009
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patriquetenbosch
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crythias
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Re: <OTRS_CUSTOMER_REALNAME> changes after customer replies in e-mailaddress
Make sure the customer is a customer.
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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