Adding New E-Mail Addresses To REPLY-ALL

[UncleMonty]

If a customer submits a ticket, and CC's several people, when I click REPLY-ALL, they are all included.

If one of those people forwards this ticket to someone not on the initial e-mail list, and this person then replies, the user is now an important part of the ticket thread, but they're e-mail is not auto-populated in the REPLY-ALL drop down.

Another scenario is that I reply to a ticket, and include someone new. Once they respond, if I click REPLY-ALL, they aren't auto populated in the TO or CC fields.

Basically, I'd like to see anyone who the system has e-mailed, or who has e-mailed the system, automatically included in the REPLY-ALL auto-population.

Is there a fix for this? Please help.

PS. I tried Advanced Search, but it was not working at the time.

[jojo]

Like in a mail client reply all will only reply to the persons in the mail you are replying

[UncleMonty]

Like in a mail client reply all will only reply to the persons in the mail you are replying

I understand that yes, but I would like to have the REPLY-ALL functionality include anyone whose address appears within the ticket history chain.

[jojo]

this is not possible without development

[UncleMonty]

this is not possible without development

Interesting. Thanks for the response. Let me explain why this is pretty critical for us...

Imagine that an end user (we'll call them the "Customer") submits a ticket, and CC's one of their Co-Workers (we'll call that person "Co-Worker). Their ticket requires me to e-mail a 3rd party vendor (we'll call them "Vendor". So I click REPLY-ALL. OTRS auto-populates the Customer in the TO field, and the Co-Worker in the CC field. I'd move the Customer to the CC field, so that both the Customer, and the Co-Worker, are in the CC field, and now I will enter the e-mail address of the Vendor in the TO field and forward the initial ticket. Some time later, the Vendor will reply all, which the Customer and the Co-Worker will see, and OTRS will add to the history log. Now here's where the problem is. If I select that history line, and I choose REPLY ALL, the Vendor's e-mail address isn't included. I have to manually enter it again, even if I click REPLY to their message, it only includes the Customer. If I click REPLY ALL, it includes the Customer, and the Co-Worker, but still not the Vendor.

[jojo]

your customer and co workers should use the customer frontend.