Hi,

AFAIU, you don't reply to tickets; instead, you reply to article.

So, you reply to the sender of the article, not the ticket's owner.

For what regard the subject, I believe it's related to this design. But I haven't yet figured it out clearly.

I also find it counter-intuitive, but I don't know if it is configurable.

BR,

Cyrille

Le 29/03/2012 11:53, S.Krueger@aswo.com a écrit :

Hi !

I´ve a question about a certain behavior in the otrs views.

Why does the "customer" and "subject" in theview "my locked tickets" changed, when I get a respond-email to a ticket, where the sender of that email is not equal to the customer of that ticket ?

Example:
The customer of the ticket ist "T.muster@xx.com". I send an email to user "m.test@xxx.com".
When I get the answer from "m.test@xxx.com" the name (From) in the view "my locked tickets" changed from "t.muster@xx.com" to "m.test@xxx.com".
Is that normal ? What´s the reason ?
Can I change that , so that always the customer ot that ticket is displayed !?

Thanks, Steffi
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Cyrille Bollu
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