[SOLVED] Don't add customer to autoresponse

[HervE]

Hello forum,

I found out that, whenever an autoresponse is sent from OTRS to the sender, the customer is automatically CC'ed to this autoresponse mail (in case the sender is different from the customer).

How to remove this automatic adding?

For this can be a bit annoying. Imagine the following situation: a third party is replying to a ticket, not copying the customer, and the customer receives an autoresponse... I guess he must be surprised and doesn't know why!

Regards,
HervE

[bjohnson222]

Check SysConfig...

In the Ticket group, locate Frontend::Agent::Ticket::ViewCompose and look for the parameter:

Ticket::Frontend::ComposeAddCustomerAddress

Try setting that to No. That might accomplish what you're looking for. Don't know if it affects auto-responses, but it's worth a shot.

[HervE]

Hi bjohnson222,

Thanks for your answer.

I've set this parameter to No a long time ago already.

It doesn't affect auto-responses unfortunately.

Regards,
HervE

[HervE]

Hi forum,

I searched and found how to do it.
In OTRS\Kernel\System\Ticket\Article.pm, sub SendAutoResponse, I commented out the block as following:

Code: Select all

# Disable adding customer as Cc
#    if ( $Ticket{CustomerUserID} ) {
#        my %CustomerUser = $Self->{CustomerUserObject}->CustomerUserDataGet(
#            User => $Ticket{CustomerUserID},
#        );
#        if ( $CustomerUser{UserEmail} && $OrigHeader{From} !~ /\Q$CustomerUser{UserEmail}\E/i ) {
#            $Cc = $CustomerUser{UserEmail};
#            $ToAll .= ', ' . $Cc;
#        }
#    }

I tested. It works.

Regards,
HervE