Question about internal/external

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sko101
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Question about internal/external

Post by sko101 »

diginin wrote:The message id is the key in this case.
So OTRS remembers the default article type by the message id? Or does it evaluate the article type via any headers?

I got an identical issue where for one ticket somehow all replies are always marked as email-internal even though all To and CC fields are customer emails. Understanding how OTRS evaluates the article type would help a lot.

Thanks in advance.
Seb

mod: Original post:viewtopic.php?f=53&t=9004
Last edited by crythias on 13 Jan 2014, 17:41, edited 1 time in total.
Reason: Please don't reply to old threads. Create a new topic and link to the old one.
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crythias
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Re: Question about internal/external

Post by crythias »

Replies will generally be stored at the same internal/external as the last thing they've responded to.

Most "Forwards", for instance, are email-internal default, so replies to that would be email-internal.
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