Adding Note change ticket sender

[Scheatt]

Hi,

On an old OTRS server (on which i wasn't admin but agent), adding a note on a ticket would not cause the sender to change (becoming Agent Name)
On a new OTRS server (on which i'm admin), by default, adding a note on a ticket cause the sender to change (becoming Agent Name instead of customer mail adress)

It's a problem because i want to add a GenericAgent to automatically add notes based on the ticket subject (in order to help agents being more effective and thorough)

And i don't want all the tickets to display the same sender in queues after the GenericAgent actions, but staying equal (i.e : customer mail adress)

Despite intensive search, couldn't find the proper setting to prevent this to happen.

Any ideas ?

Thanks a lot

[Scheatt]

Hi all,

A little up to see if someone can help on this matter

[root]

Hi all,

A little up to see if someone can help on this matter

Hi,

I don't' think that someone can really help you. I guess(!) that the old version has a different behaviour or was customized. Without a version number and more details hard to tell.
But reach your goal to help agents being more effective and thorough I can only encourage you to work with ticket types, services and maybe dynamic fields. They are easier to handle, designed for this and much easier to use in reports.

- Roy