Hi Michiel Thank you for your prompt reply. I should have been clearer - the email address are configured under Admin>Email Addresses. The second email is sent TO the system email address, not CC'd to the address. I can't work out how to not have the system send the second mail to the system email address (configured under Admin>Email Addresses). Thanks again. Matthew Michiel Beijen wrote:

Hi Matthew,

You should configure the system email addresses under Admin > Email Addresses, that way they will NOT be put in CC when your agents reply.

(I guess we should make this a FAQ entry..)

http://doc.otrs.org/2.4/en/html/x1229.html -- Michiel Beijen Software Consultant +31 6 - 457 42 418 Bee Free IT + http://beefreeit.nl

On Thu, Aug 20, 2009 at 08:19, Matthew Fincham mailto:matthewf@cat.co.za> wrote:

Hi

I am in the process of configuring an OTRS system. When a user responds to a customer with an email, two emails are sent - one to the customer and another to one of the system email addresses. I would like to disable the email to the system email address.

Using values to explain:

Email addresses: - address1 - address2 - address3

Queues: - queue1 - queue2 - queue3

Ticket: - from customer@address - resides in queue 2

User responds to ticket. Two emails are sent: one to customer@address and another to address1.

So the question is how to disable the email to the system email address when a response is sent to a customer.

Thank you for any advice. Matthew Fincham --------------------------------------------------------------------- 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

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