As mentioned on the forums, this isn't available on OTRS without development.
On Thu, Mar 10, 2011 at 8:20 AM, Sam Lurie <[email protected]>wrote: > 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*tr.com* > > > > This e-mail, including any attachments, constitutes non-public information > that may be protected by the attorney/client or other privileges. If you are > not a designated recipient, delete this email and immediately notify the > sender. The unauthorized use, dissemination, distribution or reproduction of > any portion of this e-mail is prohibited and may be unlawful. For > Montpelier's complete disclosure policy please see: > > http://www.montpelierre.bm/legal.html. > > --------------------------------------------------------------------- > 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 >
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