Hi Matthew,

You should configure the system email addresses under Admin > Email Addresses, that way they will NOT be put in CC when your agents reply.

(I guess we should make this a FAQ entry..)

http://doc.otrs.org/2.4/en/html/x1229.html
--
Michiel Beijen
Software Consultant
+31 6 - 457 42 418
Bee Free IT + http://beefreeit.nl


On Thu, Aug 20, 2009 at 08:19, Matthew Fincham <matthewf@cat.co.za> wrote:
Hi

I am in the process of configuring an OTRS system. When a user responds to a customer with an email, two emails are sent - one to the customer and another to one of the system email addresses. I would like to disable the email to the system email address.

Using values to explain:

Email addresses:
- address1
- address2
- address3

Queues:
- queue1
- queue2
- queue3

Ticket:
- from customer@address
- resides in queue 2

User responds to ticket.
Two emails are sent: one to customer@address and another to address1.

So the question is how to disable the email to the system email address when a response is sent to a customer.

Thank you for any advice.
Matthew Fincham
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