If a customer submits a ticket, and CC's several people, when I click
REPLY-ALL, they are all included.
If one of those people forwards this ticket to someone not on the
initial e-mail list, and this person then replies, the user is now an
important part of the ticket thread, but they're e-mail is not
auto-populated in the REPLY-ALL drop down.
Another scenario is that I reply to a ticket, and include someone new.
Once they respond, if I click REPLY-ALL, they aren't auto populated in
the TO or CC fields.
Basically, I'd like to see anyone who the system has e-mailed, or who
has e-mailed the system, automatically included in the REPLY-ALL
auto-population.
Imagine that an end user (we'll call them the "Customer") submits a
ticket, and CC's one of their Co-Workers (we'll call that person
"Co-Worker). Their ticket requires me to e-mail a 3rd party vendor
(we'll call them "Vendor". So I click REPLY-ALL. OTRS auto-populates the
Customer in the TO field, and the Co-Worker in the CC field. I'd move
the Customer to the CC field, so that both the Customer, and the
Co-Worker, are in the CC field, and now I will enter the e-mail address
of the Vendor in the TO field and forward the initial ticket. Some time
later, the Vendor will reply all, which the Customer and the Co-Worker
will see, and OTRS will add to the history log. Now here's where the
problem is. If I select that history line, and I choose REPLY ALL, the
Vendor's e-mail address isn't included. I have to manually enter it
again, even if I click REPLY to their message, it only includes the
Customer. If I click REPLY ALL, it includes the Customer, and the
Co-Worker, but still not the Vendor.
Is there a fix for this? Please help.
Samuel Lurie
SERVICE DESK ANALYST
MONTPELIER GROUP
300 Trade Center, Suite 2610, Woburn, MA, 01801-7409
D: +1 (781) 638-2118 M: +1 (781) 290-7756 F: +1 (888) 992-2990
[email protected] www.montpelier
<http://www.montpelier/> tr.com
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