Yesterday I upgraded to 2.2.7 (from 2.2.6) hoping my bug would disappear:

The bug is: when I use the “compose answer” option in the ticket to reply to the ticket, the email CC is “auto-filled” with the original “To” email address.

To make clear: I use a webform, from which I sent an email to OTRS. The “To” address varies form the options filled in on the webform. So in OTRS I POP the various email queues and route them to the corresponding OTRS ticket queue (based on the POP3 email box). Works like a charm.

But –as mentioned- when I compose an answer the “to” email address is filled in as a CC-mail address (I 100% do NOT use the CC to sent the email).

(and of course this is very very annoying….)

Frustrated again, this morning I digged in AgentTicketCompose.pm and find the following option, which I outcommented and my problem disappeared!!!

# add not local To addresses to Cc

#        for my $Email ( Mail::Address->parse( $Data{To} ) ) {

#            if ( !$Self->{SystemAddress}->SystemAddressIsLocalAddress(Address => $Email->address() ) ) {

#                if ( $Data{Cc} ) {

#                    $Data{Cc} .= ', ';

#                }

#                $Data{Cc} .= $Email->format();

#            }

#        }

What is the intention of this option and is this behavior of this option buggy in my situation ????

(I can not find a config item for this option)

Regards,

Peter van Beugen

-----Oorspronkelijk bericht-----
Van: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Namens Peter van Beugen
Verzonden: woensdag 2 april 2008 13:41
Aan: User questions and discussions about OTRS.org
Onderwerp: RE: [otrs] compose answer: cc-field is auto-filled ??

I did an upgrade to 2.2.6, problem still the same

And I narrowed down the problem a bit: see my response yesterday 17:34H

I think it is an OTRS problem with the headers of an email

On the same machine, some tickets do have the problem and others don't

I did check the mail -as you advised- with the "plain" option in a ticket

It triggered me that the tickets with the problem, had a quite large header

Please have a look at my yesterday response

regards

Peter van Beugen

-----Oorspronkelijk bericht-----

Van: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Namens Shawn Beasley

Verzonden: woensdag 2 april 2008 13:28

Aan: User questions and discussions about OTRS.org

Onderwerp: Re: [otrs] compose answer: cc-field is auto-filled ??

Hi Peter van Beugen,

> OTRS dev's:

> I think there is an OTRS bug somewhere, but I can't address it.

> How to deal with this?

> Regards,

> Peter van Beugen

>  

[...]

Please upgrade to the 2.2.6, or do a clean install on another machine and test it there. I feel there is a config problem somewhere.

--

Shawn Beasley

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