assign <OTRS_CUSTOMER_REALNAME> via api

23 Feb 2017

      We are using the SOAP api to create tickets in OTRS 5.0.10 and it is working fine, the tickets are being created, and all data is being passed over.

But when we try to reply to a ticket created via the API, the "TO"  in the "Compose Answer popup" is blank and the Salutation shows the Queue Name instead of the customer real name or email address. Even though in the ticket view, it shows that the "From:" field is populated correctly.

Ticket Information:

From:  someone@somewhere.invalid
To:      Misc
Subject:  Serial number correc [...]

Reply information:

From:  OTRS System 
*To:
Cc:

Interestingly enough, the auto reply seems to be working OK.

From:  us
To:      someone@somewhere.invalid
Subject:  Automatic Reply - Serial number correc [...]

What field do we need to supply with the customer information via the API to populate this (it appears to be the  field that is being used for the salutation, I am not sure what is being used for the "TO" field).

Thank You

Dennis Ritchie

Ritchie, Dennis

Carlos Rodríguez

Ritchie, Dennis

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