Yesterday I upgraded to 2.2.7 (from 2.2.6) hoping my bug would disappear:
The bug is: when I use the "compose answer" option in the ticket to reply to
the ticket, the email CC is "auto-filled" with the original "To" email address.
To make clear: I use a webform, from which I sent an email to OTRS. The "To"
address varies form the options filled in on the webform. So in OTRS I POP the
various email queues and route them to the corresponding OTRS ticket queue
(based on the POP3 email box). Works like a charm.
But -as mentioned- when I compose an answer the "to" email address is filled in
as a CC-mail address (I 100% do NOT use the CC to sent the email).
(and of course this is very very annoying....)
Frustrated again, this morning I digged in AgentTicketCompose.pm and find the
following option, which I outcommented and my problem disappeared!!!
# add not local To addresses to Cc
# for my $Email ( Mail::Address->parse( $Data{To} ) ) {
# if ( !$Self->{SystemAddress}->SystemAddressIsLocalAddress(Address
=> $Email->address() ) ) {
# if ( $Data{Cc} ) {
# $Data{Cc} .= ', ';
# }
# $Data{Cc} .= $Email->format();
# }
# }
What is the intention of this option and is this behavior of this option buggy
in my situation ????
(I can not find a config item for this option)
Regards,
Peter van Beugen
-----Oorspronkelijk bericht-----
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Peter van Beugen
Verzonden: woensdag 2 april 2008 13:41
Aan: User questions and discussions about OTRS.org
Onderwerp: RE: [otrs] compose answer: cc-field is auto-filled ??
I did an upgrade to 2.2.6, problem still the same
And I narrowed down the problem a bit: see my response yesterday 17:34H
I think it is an OTRS problem with the headers of an email
On the same machine, some tickets do have the problem and others don't
I did check the mail -as you advised- with the "plain" option in a ticket
It triggered me that the tickets with the problem, had a quite large header
Please have a look at my yesterday response
regards
Peter van Beugen
-----Oorspronkelijk bericht-----
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Shawn Beasley
Verzonden: woensdag 2 april 2008 13:28
Aan: User questions and discussions about OTRS.org
Onderwerp: Re: [otrs] compose answer: cc-field is auto-filled ??
Hi Peter van Beugen,
> OTRS dev's:
> I think there is an OTRS bug somewhere, but I can't address it.
> How to deal with this?
> Regards,
> Peter van Beugen
>
[...]
Please upgrade to the 2.2.6, or do a clean install on another machine and test
it there. I feel there is a config problem somewhere.
--
Shawn Beasley
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