Forgive me if I don’t explain this properly.  I have had an OTRS system installed and configured and in production since October 1.  One of the complaints from the 14 agents is that outbound emails do not show who sent the email.  For example, in the below picture, you can see that outbound email is appearing from IT Support rather than the name of the agent who triggered the outbound message.  We have a single common mailbox for IT Support, and it is probably the reason behind the issue.  Is there any way to change this to display the agent name in the history rather than IT Support?

 

 

Marty HIllman

 

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