Hi everyone,

 

We have been using OTRS many years ago on an OpenSUSE system, but we have it installed on a Windows Server now.

I created a new database, so everything is new without any imported history. Everything seems to work fine, but I have 1 annoying problem. When an agent replies to a notification (for a new ticket for example) and the server imports the email into the ticket, the customer gets an auto follow up like I want, but the agent also gets that email because the agent is in CC. This is something I’d rather not have, because the agent already gets an Agent Notification, so the agent now gets 2 messages. This doesn’t happen when a customer replies, in that case the agent only receives the Agent notification (Agent::FollowUp)…

Can someone tell me if it’s possible to remove the Agent from the CC of the Auto response (Auto follow up)?

Kind regards,

Erik