Reply to dynamic field address

[Snowmanko]

Hi there,

is it possible to create answer in ticket to email address that is assigned to dynamic field in ticket ?
So Agent will be able to click to i.e. "empty answer" and dynamic field email address will be copied to recipient field ?

Thanks,

Martin

[wurzel]

Hi,

for this function, have a look here OTRS Custom Contact Fields.


https://www.otrs.com/otrs-business-solu ... ct-fields/

Flo

[Snowmanko]

There is no other way to handle replay to custommer ?
Basicly the problem is that I have reply address parsed from Postmaster Filter to Dynamic field and I have to answer to that address.

[crythias]

why is it not from?

[Snowmanko]

Because from is system address of smtp server from where mail is comming from, but in content of email, there is reply address parsed with Postmaster Filter to Dynamic field. That's why i need to reply as an Agent to that Dynamic field address.

[crythias]

Why is this the case? And if so, why not set X-OTRS-Customer information in the header or via postmaster filter.

[Snowmanko]

Good idea, but It will be better for us to retain mail origin and reply to address that is parsed. So we will be able to to reply to that certain address in Dynamic field as I asked before..

[crythias]

so ... store the nonsense email address in the dynamic field and use the reply to as customer information.

[Snowmanko]

Ye, but how do I reply than to that address in Dynamic field ?

[crythias]

I can't help you. I'm suggesting to not reinvent the wheel.