[OTRS 3.3.5]-autofill bcc field while answering ticket

[Wojtek]

How can I set autofilling bcc field and cc field, when answering ticket (in OTRS).
I would like to set fixed address depends on queue.

Regards,
Wojtek

[Wojtek]

Anybody could point me a file which needs to be modified?

Regards,
Wojtek

[reneeb]

Kernel/Modules/AgentTicketCompose.pm

[Wojtek]

Thank You for direction.
I've looked that file and tried to find the right section.

Is it possible to achieve something like:

When I answering queue1, put automatically email: group1@domain.com to BCC field,
when answering queue2 put automatically email: group2@domain.com to BCC field, etc?

Regards,
Wojtek

[Wojtek]

Any direction, please?

[crythias]

javascript

[Wojtek]

Here You can add javaScript file to specific form:
|-> SysConfig|-> Ticket|-> Frontend::Agent::ModuleRegistration

e.g.
Frontend::Module###AgentTicketCompose
- is to form opened when answer email ticket

So I created js file, copy it to
/opt/otrs/var/httpd/htdocs/js
where are all js

and then add it to AgentTicketCompose.

My js code managed to add address to cc field, but send doesn't work then. The problem is, that address is only written to bcc field and is different when I put it manually and choose from list (LDAP). Manually, it goes gray and I can remove it by minus sign or just add another one.

So, how to get such effect?

I've noticed, that AgentTicketCompose has 2 js files loaded:
->Core.Agent.CustomerSearch.js
->Core.Agent.TicketAction.js

maybe it is possible to use some function that is there?

Another thing is, that when I answer ticket and the AgentTicketCompose form is opened, field to is already filled up (with customer email address) - but don't know how?

Any support welcome.

Regards,
Wojtek

[Wojtek]

A function to add address is (in this case it is added to cc field):

Core.Agent.CustomerSearch.AddTicketCustomer( 'CcCustomer', 'email address') );

Regards
Wojtek