On 10.08.09 11:01, Richard Stockton wrote:
First, thanks to all who tried to help. Sadly, the same problems remain.
First: When a message is sent to OTRS via "support@example.com" it goes into the support queue. When the ticket is replied to, the TO address ("support@example.com") is put in the CC field of the reply. So the reply ends up being sent back to the queue. This is NOT what we want. How do I stop that behavior? I would like to see any OTRS or Agent email filtered out of the reply CC. UPDATE: "Fixed" this by making the CC: blank. Not the best solution.
Mariano Mara replied:
I'm not a pro but let me try with this first one: When you said "When the ticket is replied to, the TO address...", I assume you meant "the FROM address":
No, I meant the "To:" address, that's what makes not sense to me.
if you get a message to support@example.com, you want to reply from support@example.com, don't you?
Yes, and it does, but it also puts "support@example.com" in the CC of the reply.
What do you have in the "Systemaddress" parameter in the Queue Configuration Page for "support"? support@example.com?
"otrssupp@mail.example.com" which resolves from the alias "support@example.com".
I think you should use "support@example.com" as Systemaddress. As far as I understand, Systemaddress will be use as the From address whenever you reply a ticket. Of course, I will appreciate if a seasoned OTRS admin can share some light on this and correct me. Mariano.