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" <customer@email customer_id>.
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.

--
Lynx International Srl 
Stefano Finetti

Lynx International Srl is a part of AXED Group
Via Pier Luigi Nervi e/3 - Torre 6 - 04100 Latina


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