Respond to a ticket by putting a CC system address

[Colla]

Hi,

I have to respond to a customer and put in CC another system address, the system address in CC does not receive mail because the mail is only in the queue of the sender.

- Is there a way to send to the system address in CC? (Without disable the follow-up of tickets)

Thanks,
Marco.

[jojo]

No, you can not send emails from OTRS to any address which is assigned to the same OTRS!

[Colla]

Thanks for the quick reply and sorry for the insistence, but there is no way to simulate the sending/notification to an agent in CC as a normal mail client?

Marco.

[crythias]

is no way to simulate the sending/notification to an agent in CC as a normal mail client?

The agents should be handling tickets through the Web Interface. They shouldn't be getting tickets as email because the point of the ticketing system is to log correspondence. If the agent gets CC'd, the agent will reply from email and nothing will touch the ticketing system.

Sure, either one of the agent or customer might "remember" to cc the ticketing system, but they could just as easily not do that and ... what did you have the ticketing system for?