I dont't have a solution. But I also could need it ;) -----Ursprungliche Nachricht----- Von: Duarte Cordeiro [mailto:duarte.cordeiro@netcabo.pt] Gesendet: Dienstag, 26. August 2003 10:20 An: otrs@otrs.org Betreff: [otrs] Follow up without changing email address Hi again, It seems that Martin came back from holidays :), so I'll ask this again, because I need some help modifying otrs. We use the forward facility to send tickets to ppl outside our organization. We would like that every time these external entities contact us regarding a ticket, that they would simply reply to our email, allowing us to "automagically" attach that info to OTRS. That is what otrs does, but with a little "add-on" that really upsets us: "it changes the customer email to the From: from the last received email. To be more clear: If customer@a.com creates a ticket, and then I forward it to support@provider.com , if I receive a reply from support@provider.com, and then (for example) I close the ticket, the "close ticket notification" goes to support@provide.com, not to customer@a.com. Why is this implemented like this ? (real scenarios that should use this "set the customer to the last from: field received) If it is intended to work like this, is there a quick way to disable it ? (I imagine that it should be something like adding ("high level language") if(!customer_is_already_set) prior to set_customer_email, but I don't know where to look at ! Thanks for your time, Duarte _______________________________________________ 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