Incorrect Customer information in Salutation: Autoreplies

[chaitanyacda]

Greetings,

We are using Open Source version of OTRS with ITSM as ticketing system for our Internal IT department of the organization. The customers are the organizational employees located worldwide.
Customers send email to raise the ticket as a general practice. Many a times it so happens, they also add other users in "CC" list in the email. In addition, when they receive the auto response from the helpdesk ticketing system, they forward it to other users to comment. And then other users reply to the email adding a follow up to the ticket. But when auto-reply is again generated, in salutation, we see the name of user who raised the ticket and not the one who wrote the email.
Any help would be appreciated.

PS: Please let me know if you are not able to understand due to bad English, I would try to rephrase.

[crythias]

so don't include the user in the autoreply?

[chaitanyacda]

I think I need to be more clear. Sorry for my English.

I mean to say the name of the user in the auto replies is a problem. If a ticket is generated by a user by replying to an auto reply or agent reply, the name in the salutation is of the original user who started the ticket, not the one who raised the issue or wrote the reply.

Currently I am using <OTRS_CUSTOMER_DATA_UserFirstname> tag. I think, this is where the issue and I need to modify this to a tag which will collect the name of the user who wrote the reply, not the one with whom the ticket is associated with.

I tried <OTRS_CUSTOMER_From> but it gives the full name of the user, rather than just the first name.

It would be really helpful if you can make me understand what <OTRS_CUSTOMER_REALNAME> tag means and from where will it fetch the data from.

I hope this is much better drafted post than the earlier one and I hope I am much more clear.

[crythias]

You were clear. Perhaps I was not. I was suggesting that if it is a problem, then eliminate the problem by not telling the person who they are.

[chaitanyacda]

Thanks for the quick reply.
I dont think removing the name from the salutation is going to make the manager or management happy. If they can live with what we have, well and good. Else, I will have to use the tag where we have full name rather than just first name.
That does not look too good, but at least names would be fine.

Will check and update you what we decided.