Dear Lars, On 05.09.2011, at 16:01, Lars Jørgensen wrote:
1. Bob opens a ticket. Bob is customer. 2. I (as an agent) need info from Joe who knows about Bob's problems. I forward Bob's article to Joe from with OTRS. 3. Joe replies and his reply is added as an article to the ticket. 4. I didn't understand it, and I need further clarification from Joe. So I hit reply, and then we have trouble:
OTRS gets the mail address right and puts Joe's mail address into my reply. But the text of the message starts with "Dear Bob".
Is there a field like
to catch this one?
I really do understand your issue and I would be more than glad to provide you with instructions, but this is not possible to resolve in the current standard OTRS. Please be so kind and open a new request on ideascale.otrs.com and I will vote +1 of course! You may also request commercial support for this issue - just send a request to enjoy@otrs.com providing your description above. We would be happy if your investment would enhance the software standard. -- Cheers, Nils http://webint.cryptonode.de / a Fractal project