Exclude email addresses from Reply-All list.

[stoyansbg]

We have an OTRS Helpdesk 3.1.x installation with several incoming mailboxes that OTRS checks. One of these mailboxes has email aliases handled by other mail servers and the messages sent to them end up in the mailbox OTRS checks with the following headers:

Delivered-To: ourmaibox@ourdomain.com
From: jsmith@customerdomain.com
To: ouralias@somedomain.com
CC: someonelse@anydomain.com

For the example above, the MX servers for somedomain.com forward all emails addressed to ouralias@somedomain.com to ourmaibox@ourdomain.com mailbox, which is checked by OTRS. The problem with this setup is that if we "Reply All", ouralias@somedomain.com gets added to the CC list, which ultimately ends up in ourmaibox@ourdomain.com again and, if we attempted to close the ticket with this reply, it ends up being reopened.

The workaround is to either use "Reply" and manually add the rest of the CC-ed parties or manually remove ouralias@somedomain.com from the CC list after "Reply All" has been selected.

Is there a way we can set a list of emails to get excluded from the "Reply All" CC list?

Thanks!

[jojo]

put these addresses to the list of OTRS systemaddresses.