Agent "UserFirstName UserLastName" Showing on outgoing emails

[sirbunnz]

Folks

TLDR : Remove the automatic addition of UserFirstName UserLastName to outbound email.

A kinda weird request.

Our marketing guys have a 'persona' created for all support for some of our products. I'm working on getting support for those products into OTRS. What this means, effectively, is that all communication with the customer is from one of these 'personas' rather than the agent handling the issue.

Now, the simplest workaround is to create an OTRS Agent for these persona's and have our staff logon to that account when processing these tickets, but it is much more elegant if they can simply respond and not reveal the agent details. I have most of it working (auto responses, queues, email addresses blah blah blah), but the remaining problem that I can't seem to track down is the 'real name' component of the outgoing email address. Somewhere in the configuration files or code, OTRS is populating the queue-based reply address with the UserFirstName and UserLastName as the display name of the outbound email.

Anyone know where this is generated from? How to edit it?

[EXG133]

I guess your DefineEmailFrom setting is set to 'Agent Name'? Change it to 'System Address Display Name'