E-Mail to internal -> Answers goes Extern

[Chris1928]

Hello OTRS-Board,

kind regards from a new user on this board.
Of cause the reason why i´m joining is a problem

We are using OTRS 2.4.7 to communicate with our customers.
A few weeks ago an employee has updated a Ticket with the status "E-mail to internal".
Another employe has answered this e-mail via Outlook with the ticketnumber in the subject.

The answer he send is now marked with the status "e-mail to extern".
The Problem is now, that our customer gots informations that are determined to internal traffic.

In other processes with the same procedure the "answer e-mail" from Outlook is marked as "e-mail to internal"

What can be the reason why this special answer goes to our customer? (e-mail to extern)
We are now afraid, that this can happen again.

Kind regards,

Chris

[crythias]

http://forums.otrs.org/viewtopic.php?f=60&t=11247
It will happen because all emails sent to OTRS are deemed as if sent by a customer.

Mitigation includes DDT (Don't Do that) and linking a ticket that is for non-customer communication.

[jojo]

typically answers to forwarded mails of type email-internal would be also email-internal. So perhaps he answered to a notifcation mail and not the forwarded message.

[Chris1928]

Thank you for your fast reply´s,

i will check your comment´s and will update this thread than.

kind regards,
Chris