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

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This is what I did: For making sure all incoming mail is delivered to the right queue, I went to /index.pl?Action=AdminSystemAddress and create one email account for each queue, then I went to /index.pl?Action=AdminMailAccount and did something similar. Finally I made sure each queue was with the right inbox in /index.pl?Action=AdminQueue As for the outbound mail address, all my notifications come from come these same accounts I configured for incoming mail. Hope it helps 2008/12/9 David Eco

Hi Leonardo, Anton, Can you tell me how to set the different eamil address for inbound and outbound email for a queue? In my case, the email for fetching the incoming mails from server is a single account belongs to support group. But I like to use support@xxxx to be the outbound email address. Thank you.

David

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Date: Tue, 9 Dec 2008 12:51:41 -0500 From: leonardo.certuche@itcon-ltda.com To: otrs@otrs.org Subject: Re: [otrs] How to adjust options in email responses?

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 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". 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 www.itcon-ltda.com Medellín, Colombia

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-- Leonardo Certuche 301 284 6250 leonardo.certuche@itcon-ltda.com www.itcon-ltda.com Medellín, Colombia