Hi Ritchie, I guess you are using a wrong article type and/or sender type.
If you need commercial support please contact [email protected] <mailto:[email protected]> ((enjoy)) Carlos Rodríguez > On Feb 23, 2017, at 1:17 PM, Ritchie, Dennis <[email protected]> > wrote: > > We are using the SOAP api to create tickets in OTRS 5.0.10 and it is working > fine, the tickets are being created, and all data is being passed over. > > But when we try to reply to a ticket created via the API, the "TO" in the > "Compose Answer popup" is blank and the Salutation shows the Queue Name > instead of the customer real name or email address. Even though in the ticket > view, it shows that the "From:" field is populated correctly. > > Ticket Information: > > From: someone <mailto:[email protected]>@somewhere.invalid > <mailto:[email protected]> > To: Misc > Subject: Serial number correc [...] > > Reply information: > > From: OTRS System <[email protected] <mailto:[email protected]>> > *To: > Cc: > > Interestingly enough, the auto reply seems to be working OK. > > From: us > To: someone <mailto:[email protected]>@somewhere.invalid > <mailto:[email protected]> > Subject: Automatic Reply - Serial number correc [...] > > > What field do we need to supply with the customer information via the API to > populate this (it appears to be the <OTRS_CUSTOMER_REALNAME> field that is > being used for the salutation, I am not sure what is being used for the "TO" > field). > > > Thank You > > Dennis Ritchie > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ <http://otrs.org/> > Archive: http://lists.otrs.org/pipermail/otrs > <http://lists.otrs.org/pipermail/otrs> > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs > <http://lists.otrs.org/mailman/listinfo/otrs>
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