Re: [otrs] How to adjust options in email responses?

9 Dec 2008


      Thank you very much, this was exactly the case.

---
- Nick Bright
   Network Administrator
   Valnet, LLC
   Tel 888-332-1616 x 315
   Fax 620-332-1201


Leonardo Certuche wrote:
...
As Anton Gubarkov wrote on Sat, Dec 6, 2008 at 2:06 AM replying to Re: 
[otrs] Closed tickets reopening themselves via email:
Check the addresses of the queue that are configured for receiving 
emails and the address used to send emails from the queue.  If they are 
different, OTRS adds extra address to CC:
On Tue, Dec 9, 2008 at 12:35 PM, Nick Bright mailto:nick.bright@valnet.net> wrote:
Greetings,
In my OTRS 2.3.3 installation, things are working generally quite
    well, but there's one little item that is quite annoying.
When responding to a ticket by clicking "empty answer" (it's the
    default empty answer), the "To:" field is the customers' original
    email address, but in the "Cc:" field, is "support@valnet.net
    mailto:support@valnet.net". This causes a loopback in which the
    response we send gets emailed to the same email address that the
    customer emails to, resulting in the same email posting to the
    ticket twice - once as our response to the customer, and once as a
    customer response to us. It also generates a "New Response" email to
    the agent, and shows up as a "New Message" in the upper right hand
    corner of the screen.
This is quite annoying. How do I get rid of that "Cc:"? I poked
    around in the options and on the filesystem, but I've been unable to
    find anything thus far.
-- 
    ---
    - Nick Bright
     Network Administrator
     Valnet, LLC
     Tel 888-332-1616 x 315
     Fax 620-332-1201
    _______________________________________________
    OTRS mailing list: otrs - Webpage: http://otrs.org/
    Archive: http://lists.otrs.org/pipermail/otrs
    To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
-- 
Leonardo Certuche
301 284 6250
leonardo.certuche@itcon-ltda.com mailto:leonardo.certuche@itcon-ltda.com
www.itcon-ltda.com http://www.itcon-ltda.com
Medellín, Colombia
------------------------------------------------------------------------
_______________________________________________
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs