Wrong customer name in notification email

[RobinS]

Hi all,

If a ticket gets created or a customer answers on a ticket I always get a wrong customer name, it always says "otrs@system.com (my otrs email address) wrote: "

I checked the notification options and it's set <OTRS_CUSTOMER_REALNAME>

Any ideas?

Thanks

[jjurkus]

Code: Select all

<OTRS_CUSTOMER_REALNAME>
    To get the realname of the sender (if given). 

Hmm, maybe the realname is not given?
How about using this:
<OTRS_Customer_UserFirstname> <OTRS_Customer_UserLastname>

[RobinS]

Hi jjurkus,

thanks for your answer. Unfortunately that was not the answer with this parameters the sent email is:

Code: Select all

- - wrote:

So <OTRS_Customer_UserFirstname> <OTRS_Customer_UserLastname> are not given and <OTRS_CUSTOMER_REALNAME> seams to link to the OTRS Sender Name.
Any other ideas?

Edit:
Your idea was actually very good, so I tried <OTRS_CUSTOMER_FROM>, which looks in the email header and replaces it with the customer Email. Great! Thanks so much for your help.