(SOLVED) Customer email address is not in the To: field

[morecw]

Hello all,

Situation 1: OTRS checks a mailbox, when a new message comes in it is made into a ticket, the email address is matched up to the corresponding customer account and creates a ticket. Then the agent moves the ticket into an appropriate queue and replies direct to the customer- GREAT!

Situation 2: Agent forwards an email from their own mailbox to the OTRS mailbox. OTRS checks its mailbox, and creates a ticket. The agent updates the customer details, moves the ticket into the appropriate queue and starts a reply to the customer - NOT BAD, but the problem is the customer's address is in the Cc field. The agent then has to remove it and add the customer's address to the To field. This only happens on the first contact, afterwards the To field is default.

Any ideas how to ensure the customer's address is in the To field from the first reply?

Thanks in advance

[crythias]

Agent forwards an email from their own mailbox to the OTRS mailbox.

Summary: Agent is the customer.

Any ideas how to ensure the customer's address is in the To field from the first reply?

Yes, use a keyword to indicate the customer when forwarding the email and use PostMasterFilter to catch it
In the forward:
#customer:realcustomer@domain

In the PostMasterFilter
Match Body: #customer:([\w%-\.]+@[\w\.-]+\.[\w\.]{2,9})
Set X-OTRS-Customer: [***]

Usually works okay if you remember it. Note that it's easy to spoof, but ...

[morecw]

Summary: Agent is the customer.

No the agent is not the customer. The reason agents are sometimes forwarding emails to OTRS, is to work around the problem of pasting clipboard content (pictures plus text from customers' emails) into tickets without having to configure all the pictures separately before submitting the ticket. We do not wish to purchase the addon solution yet or allow customers to use the customer.pl page at this stage. Perhaps soon.

Yes, use a keyword to indicate the customer when forwarding the email and use PostMasterFilter to catch it

In the forward:
#customer:realcustomer@domain..

Sounds good, but I assume this just searches for one user string? We have 1000s of users, so if OTRS can not just select the email address from the user account then I guess it'll be less hassle just to click "-" and add the address into the T0. field manually?

[crythias]

agents are sometimes forwarding emails to OTRS

OTRS thinks the sender of the message is the customer.

Sounds good, but I assume this just searches for one user string? We have 1000s of users, so if OTRS can not just select the email address from the user account then I guess it'll be less hassle just to click "-" and add the address into the T0. field manually?

I doubt the agent who forwards the message intends to forward a message spoofing a random unknown customer, or thousands of specific customers(?). When the agent forwards a message, he should type in the body:
#customer:customerI'mForwardingFor@customersdomain.com

[morecw]

OTRS thinks the sender of the message is the customer.

If this were true, then why is the To field blank?

I doubt the agent who forwards the message intends to forward a message spoofing a random unknown customer, or thousands of specific customers(?). When the agent forwards a message, he should type in the body:
#customer:customerI'mForwardingFor@customersdomain.com

I think it would be less work for them to simply cut and paste the customer's email address when they write their first Reply in OTRS would it not?

Sorry, I don't wish to sound picky. But I really feel the email reply should know to select the email address from the customer that's currently selected in the ticket without having to make strange workarounds. Is this likely to be fixed in a newer version of OTRS?

Many thanks for your efforts.

[crythias]

We're looking at this from two different perspectives. You want to fix it after it's broken, I want to fix it before it breaks.

You want this:
Ticket::Frontend::ComposeReplaceSenderAddress
Replaces the original sender with current customer's email address on compose answer in the ticket compose screen of the agent interface.

What I mean is my suggestion is based upon how the agent forwards the initial email (therefore, the question you pose is theoretically unnecessary to address, as well as the manual selection of the Customer afterwards).
You want to know how to fix this after the agent already forwarded the email and the email is in OTRS.

If this were true, then why is the To field blank?

Beats me, maybe the agent isn't a "real" customer.

I think it would be less work for them to simply cut and paste the customer's email address when they write their first Reply in OTRS would it not?

Cut and paste after it's in otrs or cut and paste before you forward the email? It's all about the same to me.

[morecw]

You want this:
Ticket::Frontend::ComposeReplaceSenderAddress
Replaces the original sender with current customer's email address on compose answer in the ticket compose screen of the agent interface.

YES! That's exactly what I want! Works great, nothing to fix!

Thanks