As mentioned on the forums, this isn't available on OTRS without
development.
On Thu, Mar 10, 2011 at 8:20 AM, Sam Lurie
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.
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.
Is there a fix for this? Please help.
Samuel Lurie SERVICE DESK ANALYST *MONTPELIER **GROUP *300 Trade Center, Suite 2610, Woburn, MA, 01801-7409 D: +1 (781) 638-2118 M: +1 (781) 290-7756 F: +1 (888) 992-2990 sam.lurie@montpeliertr.com www.montpelier*tr.com*
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