Customer Email not showing in reply

[waelkd]

Hye,

When a customer sends a msg and i want to reply to it , his email doesnt show in the To field, i have to manually insert his email into the to and CC field.


Any idea how to do this automatically?

[jojo]

OTRS will do this automatically if you use the "reply" functionality

[waelkd]

OTRS will do this automatically if you use the "reply" functionality

reply is showing but as a drop drown menu,"Please check link below"




so i created a new reply named it william test, when i click it system is still opening a pop up page without the TO and CC emails.

Any idea how to manage this?

Thanks

[jojo]

does the customer have a valid mail, how does the popup look like?

[waelkd]

does the customer have a valid mail, how does the popup look like?

yes ,customers email is valid, am trying to send emails from my other email, like am testing it .

popup looks like "please check link below"




Thanks

[jojo]

anything in the logs (also apache log?)

Is this OTRS 3.1.5?

[waelkd]

anything in the logs (also apache log?)

Is this OTRS 3.1.5?

yes sir this is 3.1.5, and system log shows nothing.

All is looking good

[jojo]

please show the customer data

[waelkd]

please show the customer data

I dont follow, show customer data? you mean you want me to post customers i have in customer managment?

[jojo]

The data of this special customer, or if the ticket was created by email the headers of this mail

[waelkd]

The data of this special customer, or if the ticket was created by email the headers of this mail

I have not placed any customer in our system yet, and i dont intend too, because new customers will be comming everyday , i dont want to be creating accounts for everyone of them. I just want them to be sending me Trouble Ticket emails on our support email.

[waelkd]

i think i found the problem, i need the reply all tab ,when answering an email.

any idea how can i add it?