If a customer submits a ticket, and CC's several people, when I click REPLY-ALL, they are all included.

If one of those people forwards this ticket to someone not on the initial e-mail list, and this person then replies, the user is now an important part of the ticket thread, but they're e-mail is not auto-populated in the REPLY-ALL drop down.

Another scenario is that I reply to a ticket, and include someone new. Once they respond, if I click REPLY-ALL, they aren't auto populated in the TO or CC fields.

Basically, I'd like to see anyone who the system has e-mailed, or who has e-mailed the system, automatically included in the REPLY-ALL auto-population.

Imagine that an end user (we'll call them the "Customer") submits a ticket, and CC's one of their Co-Workers (we'll call that person "Co-Worker). Their ticket requires me to e-mail a 3rd party vendor (we'll call them "Vendor". So I click REPLY-ALL. OTRS auto-populates the Customer in the TO field, and the Co-Worker in the CC field. I'd move the Customer to the CC field, so that both the Customer, and the Co-Worker, are in the CC field, and now I will enter the e-mail address of the Vendor in the TO field and forward the initial ticket. Some time later, the Vendor will reply all, which the Customer and the Co-Worker will see, and OTRS will add to the history log. Now here's where the problem is. If I select that history line, and I choose REPLY ALL, the Vendor's e-mail address isn't included. I have to manually enter it again, even if I click REPLY to their message, it only includes the Customer. If I click REPLY ALL, it includes the Customer, and the Co-Worker, but still not the Vendor.

 

Is there a fix for this? Please help.

 

Samuel Lurie
SERVICE DESK ANALYST
MONTPELIER GROUP
300 Trade Center, Suite 2610, Woburn, MA, 01801-7409
D: +1 (781) 638-2118    M: +1 (781) 290-7756  F: +1 (888) 992-2990
sam.lurie@montpeliertr.com                 www.montpeliertr.com