Thank you for your response, I did a double check and yes, we were not setting the article and sender type correctly.

After making the change, it all seems to be working great.

 

Thank You

 

Dennis Ritchie

 

From: otrs [mailto:otrs-bounces@lists.otrs.org] On Behalf Of Carlos Rodríguez
Sent: Thursday, February 23, 2017 3:52 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] assign <OTRS_CUSTOMER_REALNAME> via api

 

Hi Ritchie,

 

I guess you are using a wrong article type and/or sender type.

 

If you need commercial support please contact sales@otrs.com

 

((enjoy))

 

Carlos Rodríguez

 

 

 

 

On Feb 23, 2017, at 1:17 PM, Ritchie, Dennis <dritchie@mtcperformance.com> wrote:

 

We are using the SOAP api to create tickets in OTRS 5.0.10 and it is working fine, the tickets are being created, and all data is being passed over.

 

But when we try to reply to a ticket created via the API, the "TO"  in the "Compose Answer popup" is blank and the Salutation shows the Queue Name instead of the customer real name or email address. Even though in the ticket view, it shows that the "From:" field is populated correctly.

 

Ticket Information:

 

To:      Misc

Subject:  Serial number correc [...]

 

Reply information:

 

From:  OTRS System <us@us.invalid>

*To: 

Cc:    

 

Interestingly enough, the auto reply seems to be working OK.

 

From:  us

To:      someone@somewhere.invalid

Subject:  Automatic Reply - Serial number correc [...]

 

 

What field do we need to supply with the customer information via the API to populate this (it appears to be the <OTRS_CUSTOMER_REALNAME> field that is being used for the salutation, I am not sure what is being used for the "TO" field).

 

 

Thank You

 

Dennis Ritchie

 

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