Hi there, <div><br></div><div>I&#39;m currently setting up and testing OTRS for my development group to handle incoming support requests and tickets. We need to be able to handle unsolicited email to <a href="mailto:suppor@example.com">suppor@example.com</a>. I&#39;ve got it set up so far that any mail that goes to that address (currently a Gmail address) is successfully grabbed by OTRS (via POP3S) every 10 minutes. But I&#39;m having a problem handling the replies: </div>
<div><br></div><div>When I click an email template to compose an answer, the From: field is filled out appropriately as the email address associated with the queue, but the To: field, which should be autofilled with the email originator&#39;s email address is empty; and the first line of the email body reads &quot;Dear -,&quot;, instead of &quot;Dear John,&quot;. </div>
<div><br></div><div>Basically, it seems like OTRS is having problems culling that info from the original email, even though it&#39;s viewable in the From: field in the ticket zoom. I can&#39;t help but feel like I&#39;m missing something small, but I&#39;ve been over the sysconfig options for <a href="http://postmaster.pl">postmaster.pl</a>, and can&#39;t find anything. Any thoughts? </div>
<div><br></div><div>Cheers, </div><div>J</div>