Hi,
I have this problem since otrs 4.x, and it is still here, but I don't know
if it is something in my configuration.
here is the problem: when you create a new external email, if you add a
customer user via the Address Book, it writes the address as "Customer
Name" .
As you can see, there is the "customer_id" inside the <>, with the result
that the email is sent to customer@emailcustomer_id which is nonexistant
and bounces back.
I never understood why this happens.
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*Stefano Finetti*
*http://www.lynx-international.com http://www.lynx-international.com*
*Lynx International Srl is a part of AXED Group*
Via Pier Luigi Nervi e/3 - Torre 6 - 04100 Latina
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