Wes Plate schrieb:

For some of our tickets we generate information in another database that is emailed to the customer, and our OTRS system is CCed. In the past (1.3) these emails appeared in OTRS as agent messages, but now in 2.1.2 these appear as customer emails and generate follow-up notices.

Can I change this behavior?

Use the Postmaster Filter. There, first you have to recognize when a mail comes from your other DB which CC's to OTRS. Then set e.g. * X-OTRS-SenderType to agent or system or a self-defined value (which must be added in DB-table article_sender_type * X-OTRS-ArticleType to e.g. note or a self defined article-type (e.g. db-note) which must be added to DB-table article_type Bye, Alex