compose answer: cc-field is auto-filled ??
Hi, I have a few OTRS installations (2.2.5) and with two I have a strange problem: when I answer a ticket by using one of the "compose answer" links I have, the CC field of the ticket is auto-filled with the original "TO" email address. (so when the agent do not pay attention and not clear the cc field, the answer ticket is sent to the queue again...) I'm very confused about this and researched all the config options, but I can not find any option to control this. anyone??? regards, Peter van Beugen
Anyone an idea?? Van: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Namens Peter van Beugen Verzonden: donderdag 27 maart 2008 22:30 Aan: otrs@otrs.org Onderwerp: [otrs] compose answer: cc-field is auto-filled ?? Hi, I have a few OTRS installations (2.2.5) and with two I have a strange problem: when I answer a ticket by using one of the "compose answer" links I have, the CC field of the ticket is auto-filled with the original "TO" email address. (so when the agent do not pay attention and not clear the cc field, the answer ticket is sent to the queue again...) I'm very confused about this and researched all the config options, but I can not find any option to control this. anyone??? regards, Peter van Beugen
Hi Peter,
Anyone an idea??
*Van:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *Namens *Peter van Beugen *Verzonden:* donderdag 27 maart 2008 22:30 *Aan:* otrs@otrs.org *Onderwerp:* [otrs] compose answer: cc-field is auto-filled ??
Hi,
I have a few OTRS installations (2.2.5) and with two I have a strange problem:
when I answer a ticket by using one of the "compose answer" links I have, the CC field of the ticket is auto-filled with the original "TO" email address.
(so when the agent do not pay attention and not clear the cc field, the answer ticket is sent to the queue again...)
I'm very confused about this and researched all the config options, but I can not find any option to control this.
anyone???
regards,
Peter van Beugen
------------------------------------------------------------------------
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What does the output from the Plain view look like? There is a link in the article tree that you can click on. If there is a cc set there, then it will be set when answering per email template. -- Shawn Beasley ((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003/240/97521 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstandsvorsitzender: André Mindermann
I understand that, but ther is NO cc in the original email (email are sent from a webform) I dubbelchecked by sending an email from my (outlook) email client as wel: same problem ! I just checked again in the queue view: no CC I checked in the database/ticket table: no CC ________________________________ Van: otrs-bounces@otrs.org namens Shawn Beasley Verzonden: ma 31-3-2008 14:37 Aan: User questions and discussions about OTRS.org Onderwerp: Re: [otrs] compose answer: cc-field is auto-filled ?? Hi Peter,
Anyone an idea??
*Van:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *Namens *Peter van Beugen *Verzonden:* donderdag 27 maart 2008 22:30 *Aan:* otrs@otrs.org *Onderwerp:* [otrs] compose answer: cc-field is auto-filled ??
Hi,
I have a few OTRS installations (2.2.5) and with two I have a strange problem:
when I answer a ticket by using one of the "compose answer" links I have, the CC field of the ticket is auto-filled with the original "TO" email address.
(so when the agent do not pay attention and not clear the cc field, the answer ticket is sent to the queue again...)
I'm very confused about this and researched all the config options, but I can not find any option to control this.
anyone???
regards,
Peter van Beugen
------------------------------------------------------------------------
_______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/
What does the output from the Plain view look like? There is a link in the article tree that you can click on. If there is a cc set there, then it will be set when answering per email template. -- Shawn Beasley ((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003/240/97521 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstandsvorsitzender: André Mindermann
OTRS dev's: I think there is an OTRS bug somewhere, but I can't address it. How to deal with this? Regards, Peter van Beugen -----Oorspronkelijk bericht----- Van: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Namens Shawn Beasley Verzonden: maandag 31 maart 2008 14:37 Aan: User questions and discussions about OTRS.org Onderwerp: Re: [otrs] compose answer: cc-field is auto-filled ?? Hi Peter,
Anyone an idea??
*Van:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *Namens *Peter van Beugen *Verzonden:* donderdag 27 maart 2008 22:30 *Aan:* otrs@otrs.org *Onderwerp:* [otrs] compose answer: cc-field is auto-filled ??
Hi,
I have a few OTRS installations (2.2.5) and with two I have a strange problem:
when I answer a ticket by using one of the "compose answer" links I have, the CC field of the ticket is auto-filled with the original "TO" email address.
(so when the agent do not pay attention and not clear the cc field, the answer ticket is sent to the queue again...)
I'm very confused about this and researched all the config options, but I can not find any option to control this.
anyone???
regards,
Peter van Beugen
---------------------------------------------------------------------- --
_______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/
What does the output from the Plain view look like? There is a link in the article tree that you can click on. If there is a cc set there, then it will be set when answering per email template. -- Shawn Beasley ((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003/240/97521 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstandsvorsitzender: André Mindermann
Hi Peter van Beugen,
OTRS dev's: I think there is an OTRS bug somewhere, but I can't address it. How to deal with this? Regards, Peter van Beugen
[...] Please upgrade to the 2.2.6, or do a clean install on another machine and test it there. I feel there is a config problem somewhere. -- Shawn Beasley ((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003/240/97521 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstandsvorsitzender: André Mindermann
I did an upgrade to 2.2.6, problem still the same And I narrowed down the problem a bit: see my response yesterday 17:34H I think it is an OTRS problem with the headers of an email On the same machine, some tickets do have the problem and others don't I did check the mail -as you advised- with the "plain" option in a ticket It triggered me that the tickets with the problem, had a quite large header Please have a look at my yesterday response regards Peter van Beugen -----Oorspronkelijk bericht----- Van: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Namens Shawn Beasley Verzonden: woensdag 2 april 2008 13:28 Aan: User questions and discussions about OTRS.org Onderwerp: Re: [otrs] compose answer: cc-field is auto-filled ?? Hi Peter van Beugen,
OTRS dev's: I think there is an OTRS bug somewhere, but I can't address it. How to deal with this? Regards, Peter van Beugen
[...] Please upgrade to the 2.2.6, or do a clean install on another machine and test it there. I feel there is a config problem somewhere. -- Shawn Beasley ((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003/240/97521 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstandsvorsitzender: André Mindermann
Noticed in CVS the fix of this bug: - (2008/04/07) Fixed bug# 2829 - Local system email address is always set to CC option in compose email answer screen. Is this the same problem as mine? Regards, Peter van Beugen -----Oorspronkelijk bericht----- Van: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Namens Peter van Beugen Verzonden: woensdag 2 april 2008 13:41 Aan: User questions and discussions about OTRS.org Onderwerp: RE: [otrs] compose answer: cc-field is auto-filled ?? I did an upgrade to 2.2.6, problem still the same And I narrowed down the problem a bit: see my response yesterday 17:34H I think it is an OTRS problem with the headers of an email On the same machine, some tickets do have the problem and others don't I did check the mail -as you advised- with the "plain" option in a ticket It triggered me that the tickets with the problem, had a quite large header Please have a look at my yesterday response regards Peter van Beugen -----Oorspronkelijk bericht----- Van: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Namens Shawn Beasley Verzonden: woensdag 2 april 2008 13:28 Aan: User questions and discussions about OTRS.org Onderwerp: Re: [otrs] compose answer: cc-field is auto-filled ?? Hi Peter van Beugen,
OTRS dev's: I think there is an OTRS bug somewhere, but I can't address it. How to deal with this? Regards, Peter van Beugen
[...] Please upgrade to the 2.2.6, or do a clean install on another machine and test it there. I feel there is a config problem somewhere. -- Shawn Beasley ((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003/240/97521 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstandsvorsitzender: André Mindermann _______________________________________________ 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 Support or consulting for your OTRS system? =http://www.otrs.com/
Yesterday I upgraded to 2.2.7 (from 2.2.6) hoping my bug would disappear: The bug is: when I use the "compose answer" option in the ticket to reply to the ticket, the email CC is "auto-filled" with the original "To" email address. To make clear: I use a webform, from which I sent an email to OTRS. The "To" address varies form the options filled in on the webform. So in OTRS I POP the various email queues and route them to the corresponding OTRS ticket queue (based on the POP3 email box). Works like a charm. But -as mentioned- when I compose an answer the "to" email address is filled in as a CC-mail address (I 100% do NOT use the CC to sent the email). (and of course this is very very annoying....) Frustrated again, this morning I digged in AgentTicketCompose.pm and find the following option, which I outcommented and my problem disappeared!!! # add not local To addresses to Cc # for my $Email ( Mail::Address->parse( $Data{To} ) ) { # if ( !$Self->{SystemAddress}->SystemAddressIsLocalAddress(Address => $Email->address() ) ) { # if ( $Data{Cc} ) { # $Data{Cc} .= ', '; # } # $Data{Cc} .= $Email->format(); # } # } What is the intention of this option and is this behavior of this option buggy in my situation ???? (I can not find a config item for this option) Regards, Peter van Beugen -----Oorspronkelijk bericht----- Van: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Namens Peter van Beugen Verzonden: woensdag 2 april 2008 13:41 Aan: User questions and discussions about OTRS.org Onderwerp: RE: [otrs] compose answer: cc-field is auto-filled ?? I did an upgrade to 2.2.6, problem still the same And I narrowed down the problem a bit: see my response yesterday 17:34H I think it is an OTRS problem with the headers of an email On the same machine, some tickets do have the problem and others don't I did check the mail -as you advised- with the "plain" option in a ticket It triggered me that the tickets with the problem, had a quite large header Please have a look at my yesterday response regards Peter van Beugen -----Oorspronkelijk bericht----- Van: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Namens Shawn Beasley Verzonden: woensdag 2 april 2008 13:28 Aan: User questions and discussions about OTRS.org Onderwerp: Re: [otrs] compose answer: cc-field is auto-filled ?? Hi Peter van Beugen,
OTRS dev's:
I think there is an OTRS bug somewhere, but I can't address it.
How to deal with this?
Regards,
Peter van Beugen
[...] Please upgrade to the 2.2.6, or do a clean install on another machine and test it there. I feel there is a config problem somewhere. -- Shawn Beasley ((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003/240/97521 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstandsvorsitzender: André Mindermann _______________________________________________ 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 Support or consulting for your OTRS system? =http://www.otrs.com/
I think I narrowed it down a bit.
This is an email header form an email where the problem appears (compose answer: cc-field is auto-filled):
_________________________________________________________________________________________________
Return-Path:
Anyone an idea??
*Van:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *Namens
*Peter van Beugen
*Verzonden:* donderdag 27 maart 2008 22:30
*Aan:* otrs@otrs.org
*Onderwerp:* [otrs] compose answer: cc-field is auto-filled ??
Hi,
I have a few OTRS installations (2.2.5) and with two I have a strange
problem:
when I answer a ticket by using one of the "compose answer" links I
have, the CC field of the ticket is auto-filled with the original "TO"
email address.
(so when the agent do not pay attention and not clear the cc field,
the answer ticket is sent to the queue again...)
I'm very confused about this and researched all the config options,
but I can not find any option to control this.
anyone???
regards,
Peter van Beugen
----------------------------------------------------------------------
--
_______________________________________________
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
Support or consulting for your OTRS system?
What does the output from the Plain view look like? There is a link in the article tree that you can click on. If there is a cc set there, then it will be set when answering per email template. -- Shawn Beasley ((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003/240/97521 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstandsvorsitzender: André Mindermann
participants (2)
-
Peter van Beugen -
Shawn Beasley