BCC Field - Ticket View

[tomehb]

When sending emails via BCC from OTRS. OTRS fails to show the emails that were in the BCC field in the ticket view. Is there any configuration that can change this?

Thanks

Tom

[crythias]

I believe the point of that is that BCC is blind and therefore it would be improper if the customer saw it.

[tomehb]

The customer does not have access, only we see these tickets. We send outage notifications via the BCC Field, but cannot see who we sent them to after.

Thanks

Thomas

[ferrosti]

A workaround could be to open the articles plain text view.

[tomehb]

A workaround could be to open the articles plain text view.

I did look at this but it does not appear. I just did a test by sending my self an email and bcc my self twice....

Code: Select all

Content-Type: text/plain; charset="utf-8"
Content-Disposition: inline
Content-Transfer-Encoding: quoted-printable
MIME-Version: 1.0
Subject: Re: [#01020862] Testing BCC
X-Powered-BY: OTRS - Open Ticket Request System (http://otrs.org/)
X-Mailer: OTRS Mail Service (3.0.10)
Date: Tue, 6 Nov 2012 14:56:44 +0000
Message-ID: <1352213804.836506.741780272.20862.8@tickets.mydomain.co.uk>
To: tom@mydomain.com
Organization: Support
From: Thomas Buchanan via Support <support@mydomain.com>

Hi Tom,

You are BCC'ed twice in this email..

Thanks

Tom



--=20


-
Thomas



06/11/2012 14:54 - tom@mydomain.com wrote:

> TESTING BCC FIELD=20
>=20=

I guess there is no other way of doing this ?

[ferrosti]

Well, BCC is not delivered to the mail client. In this case OTRS.
What about the article you have sent the mail from?

P.S.: Forget about that. Somehow I expected the Mailheader to show BCC in the outgoing mail within OTRS, but it is not shown. The ticket´s history seems to show it, though, but it is cut after a few chars and I am not able to read all of it.

[jojo]

Not without patching at least Email.pm and Article.pm

[ferrosti]

You should then file a bug report, since OTRS claims to be examination proof and communication needs to be documented.