Hi Lars, Currently the TemplateGenerator just allows you to get variables from the current user, the system configuration, as well as data from the ticket, including owner, responsible, and customer. It does not - at this point - understand the notion of 'articles'. Because always when you reply, you know which article you reply to, it would be feasible to implement or the like, but at this point we don't have it. -- Mike On Mon, Sep 5, 2011 at 16:01, Lars Jørgensen wrote:

Hi,

Our standard salutation header is "Dear ", but in some cases when you reply to an article in the ticket, that reply is not intended for the ticket customer.

Maybe I need an example, because reading what I wrote above I'm not even sure I get it..

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?

-- Lars --------------------------------------------------------------------- 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