[SOLVED]Reply email contains From:OTRS System

[denniskn]

Hello,
I have OTRS 3.0.10 installed and running.
I like it. we have done the following
created 2 Queues
Ads ads@abc.com
sales sales@abc.com
I can send a email to ads@abc.com and it will create the ticket and as a agent i can see it.
when i go and click on reply it opens up another box with
From: OTRS System <otrs@localhost.com>
To: dennis@abc.com
cc:
bcc:
Subject: Re:ticket01

So if I reply to the ticket it will come back to me (the user) but when i reply to it as the user (sent it back to the agent) it is trying to send it to OTRS System <otrs@localhost.com> , and does not go anywhere.

How do i fix it?
I would assume the From: would be From: ads@abc.com that way it would attach to the bottom of the ticket when the user replied.

does it need to be set to a generic email account reply-to-me@abc.com and then OTRS will read the subject and automatically attach it to the original email?

Thank you for looking at my topic and any help you can give me on this.


Dennis

[denniskn]

Currently what i have done is gone into Admin > Email addresses
I have changed
otrs@localhost.com >to> ads@abc.com

this does allow the user to reply and then it comes back and links to the ticket. the problem with this is that when someone in sales queue hits reply it shows in the from field ads@abc.com.

[crythias]

That's probably a good thing. If you let it go to the agent, OTRS can't log it. If you want it to be something else, add it to the Email Addresses location.

[denniskn]

Thanks for your quick reply.

What I would like to do is if the agent is in the ads queue, working a ads ticket and hits reply, then the email sent out to the user is from ads@abc.com.
If a agent is in the sales queue, working a sales ticket and hits reply then the from is sales@abc.com.
So the from in the reply email is populated by the ticket queue. is that possiable?

sorry, and what are you referring to here "If you want it to be something else, add it to the Email Addresses location."
I am assuming Admin > Email Addresses, but I dont see anything.

Dennis

[crythias]

sorry, and what are you referring to here "If you want it to be something else, add it to the Email Addresses location."
I am assuming Admin > Email Addresses, but I dont see anything.

Yes, your assumption is correct. click the button to the left, add the email address, and attach it to the queue.

[denniskn]

Crythias,

I have created both queues and attached the email address to them. When a ticket in sales is responded to it shows the reply email as ads@abc.com.
if someone works a ads ticket it shows the return email as ads@abc.com.

Do you see the issue, I need to get it where if a agent is in the sales queue, and responds to a email that the reply to address is sales@abc.com and if the agent is in the ads queue and replys to a email it shows ads@abc.com

Dennis

[crythias]

What is the Queue's System Address?

[denniskn]

Sir,

I feel so dumb, that was the problem. Thank you very much for your time.


Dennis