Question about internal/external

[HervE]

Hello,

Is there a basic difference between email-external and email-internal article types? And between note-external and note-internal?
Or is it just a property for precision with no impact on OTRS functionalities?

I observed an out-of-office reply once came into our OTRS as "email-external", whereas another came as "email-internal". Why that?

Regards,
HervE

[jojo]

internal means that the customer can not see the article in the customer web frontend...

[HervE]

Thank you jojo. This was my guess.
Since I don't use customer web fronted, I don't really care

But what about my other question:

I observed an out-of-office reply once came into our OTRS as "email-external", whereas another came as "email-internal". Why that?

I guess I've got the answer: in the second case, the from address was recognized as an agent.
Do you confirm?

HervE

[jojo]

this should not affect.. Did this autoreply came to an internal forward?

[HervE]

No, it came to an external reply to customer where the agent was copied.

HervE

[jojo]

any postmaster filters?

[HervE]

I've got some, but they are out of concern.

HervE

[HervE]

I observed an out-of-office reply once came into our OTRS as "email-external", whereas another came as "email-internal". Why that?

I guess I've got the answer: in the second case, the from address was recognized as an agent.

I confirm my guess was wrong. Because meanwhile I got the cases of replies that came from email addresses A and B which are both customer and agent.
A came as "email-external", B came as "email-internal"! Why??

HervE

[diginin]

Let us see a screen shot of the article tree and we need to look at the log at the time the emails came in.

[HervE]

Hello,

Doing some screenshots led me to study in more details the cases.

So I think the normal behaviour is: When anybody replies to an internal forward, the article type is "email-internal", isn't it?
It works in most cases we've got.

However, I noticed 2 cases (at least) where the article is not a reply to an internal forward but its type is "email-internal" though.

I have screenshots; how and where can I share them?

Regards,
HervE

[HervE]

So I think the normal behaviour is: When anybody replies to an internal forward, the article type is "email-internal", isn't it?

If so, how does OTRS know it is a reply to an internal forward?
The answer to this question should help me to understand.

Regards,
HervE

[diginin]

The message id is the key in this case.

[HervE]

Hello,

I've got a new strange case.

I forwarded a mail to Mr A, copy to Mr B.
Naturally my mail type was "email-internal".
It occured that both Mr A and Mr B were out of office.

I received the out-of-office mail from Mr A as "email-internal".
I received the out-of-office mail from Mr B as "email-external"!!!!!

Why that?

Regards,
HervE

[jojo]

it seems that on CC fields there is no check. Please open a bug via bugs.otrs.org

[HervE]

Just did it. (Hey! my first OTRS reported bug!! )

HervE

[jojo]

Which number does it got?

[HervE]

7478

HervE