reply to customer as recipient instead of CC

[MCCoolMoDAue]

Hello,

we would like to answer our customers not in the CC of the answerm,
but as the recipient.

right now it is always:

to: otrs@mail.com
CC: customer@acme.org

we would like to have

to: customer@acme.org
CC: otrs@mail.com

is there a way to configure this?

using OTRS 5

[jojo]

the address assigned to OTRS (otrs@mail.com) should never show up in the to or CC. Looks like missconfigured system. Please check:

- why otrs@mail.com is in the from
- add otrs@mail.com to the list of systemaddresses

[MCCoolMoDAue]

otrs.mail.com
is the postmaster email address. AKA "OTSR System"
to fetch all the mails.

I can also see it in the system addresses as "postmaster".

edit:
What I can see is that the mail cam in from the postmaster mail of course.
but it came from the customer, and i expect it to answer that email address as well.
But the customer is only in CC

[jojo]

your mail setup seems to be wrong. Why the sender address is otrs@mail.com and not the customers sender address? Please check your mail server.

[MCCoolMoDAue]

my email server is currently gmail
may it be the dispathing?

* Dispatching: Dispatching by email To: field.

should I set that to a queue? like "postmaster" or "raw"?

because the "to" is always the postmaster mail address.

edit:
this didn't work.
to undetstand better: we have an email address which our "customers" send emails. it is a gmail address.
every ticket created therefore comes from that address.
But the "customer" is set to the email address from the sender.
so for so good.

[MCCoolMoDAue]

it might be our email filtering
we have

ArticleType = email-internal
SenderType = system

I guess internal is wrong.

[MCCoolMoDAue]

yes. had to set the mail to

customer
email-external

now it works.

[jojo]

yes. had to set the mail to

customer
email-external

now it works.

which is the default behaviour, so no filter needed