Wrong salutation in a reply

[MisterShelby]

Hi,

I have following problem with replies to article that were sent from a third person. Following setup:

- OTRS6 with LDAP for the customers
- Customer A creates a ticket that is assigned to Agent A
- Agent A sends an email to a third person who is neither the customer nor included in LDAP
- The third persons reply gets a new article in the ticket
- If the Agent A now tries to reply to that third persons article the salutation shows the name of the original ticket customer, not the emails showen name or at least the email alias

The standard salutation is "Hi <OTRS_CUSTOMER_REALNAME>". I tried different other salutation tags. <OTRS_CUSTOMER_FROM> seems to help for the third person replies, but in that case the existent customers real name is not showing up for direct replies to customers.

Any idead how to change that behaviour? Or any tags I could try to change the salutation to something that fits better?

[skullz]

maybe create another response template called '3rd party response'.. ?
then tie this response with another salutation '<OTRS_CUSTOMER_FROM>'