On 10.08.09 11:01, Richard Stockton wrote:
> First, thanks to all who tried to help. Sadly, the same problems remain.
>
> >> First:
> >> When a message is sent to OTRS via "supp...@example.com" it goes
> >> into the support queue. When the ticket is replied to, the TO
> >> address ("supp...@example.com") is put in the CC field of the
> >> reply. So the reply ends up being sent back to the queue. This
> >> is NOT what we want. How do I stop that behavior? I would like
> >> to see any OTRS or Agent email filtered out of the reply CC.
> >> UPDATE: "Fixed" this by making the CC: blank. Not the best solution.
>
> Mariano Mara replied:
> >I'm not a pro but let me try with this first one:
> >When you said "When the ticket is replied to, the TO address...", I
> >assume you meant "the FROM address":
>
> No, I meant the "To:" address, that's what makes not sense to me.
>
> >if you get a message to
> >supp...@example.com, you want to reply from supp...@example.com, don't
> >you?
>
> Yes, and it does, but it also puts "supp...@example.com" in the CC of
> the reply.
>
> >What do you have in the "Systemaddress" parameter in the Queue
> >Configuration Page for "support"? supp...@example.com?
>
> "otrss...@mail.example.com" which resolves from the alias
> "supp...@example.com".
>
I think you should use "supp...@example.com" as Systemaddress.
As far as I understand, Systemaddress will be use as the From address
whenever you reply a ticket.
Of course, I will appreciate if a seasoned OTRS admin can share some
light on this and correct me.
Mariano.
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