Hi all, simple question: anybody knows in which cases a note will be saved with the 'To' field? I've been making tests and it seems that if the agent writing the note is different to the owner of the ticket, OTRS will add the owner as the "To" field. But my tests fail as to the responsible of the ticket: if there is no owner, the responsible MAY be in the "To" field, but it seems that varies with the responsible user... Kind regards, Juan Clavero