Hi!
On an incoming ticket via PostMaster otrs adds a wrong customer on CC and sends a confirmation mail.
I would like to figure out how otrs selects this customer. But I have _no_ idea where to start over. Any hint is apprechiated!
Here is a description of my problem:
All our customer IDs are mailaddresses.
Assume the customers mail address of the incoming ticket is
last@mycompany.com
But additionally there is a customers address like
first.last@mycompany.com
Now the ticket history contains (freely translated from german):
NewTicket - ...
CustomerUpdate - updated: CustomerId=...;CustomerUser=first.last@mycompany.com
...
SendAutoReply - AutoReply send to <last@mycompany.com>
The auto reply mail contains an "CC" entry to "fist.last@mycompany.com".
Thanks for any help ...
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OTRS: 4.0.5 on debian 7.8