I believe the problem with To and Cc is because of the fancy interface to providing entries to To and Cc. https://github.com/OTRS/otrs/blob/rel-4_0/Kernel/Modules/AgentTicketEmail.pm... my $CustomersNumberCc = $Self->{ParamObject}->GetParam( Param => 'CustomerTicketCounterCcCustomer' ) || 0; if ($CustomersNumberCc) { my $CustomerCounterCc = 1; for my $Count ( 1 ... $CustomersNumberCc ) { my $CustomerElementCc = $Self->{ParamObject}->GetParam( Param => 'CcCustomerTicketText_' . $Count ); my $CustomerKeyCc = $Self->{ParamObject}->GetParam( Param => 'CcCustomerKey_' . $Count ) Basically, there is an internal counter that is used to apply the entry: <input name="CustomerTicketCounterCcCustomer" id=" CustomerTicketCounterCcCustomer" type="hidden" value="0"/> The following may be of use: <input name="CustomerTicketCounterCcCustomer" id="CustomerTicketCounterCcCustomer" type="hidden" value="1"> <input name="CcCustomerKey_1" id="CcCustomerKey_1" class="CustomerKey" type="hidden" value="mycustomerusername"> <input class="CustomerTicketText" title="Cc" name="CcCustomerTicketText_1" id="CcCustomerTicketText_1" type="hidden" value="myvalue@mydomain.com" readonly="readonly" aria-invalid="false"> On Wed, Aug 10, 2016 at 10:04 AM, Julius Haake wrote:

Gerald, thank you for your answer.

I commented them out after testing. In fact the fields are not working, I cannot fill in the customer ID or, to be precise, I just don't know the correct field-Names for customer-ID, CC, BCC, etc.

...

Are they nonfunctional because they're commented or is it simply coincidental that you indicated the nonfunctional entities by prefacing them with a comment in what you posted?

Any help is highly appreciated

BR Julius

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