Hi,
Our standard salutation header is "Dear <OTRS_CUSTOMER_REALNAME>", but
in some cases when you reply to an article in the ticket, that reply is
not intended for the ticket customer.
Maybe I need an example, because reading what I wrote above I'm not even
sure I get it..
1. Bob opens a ticket. Bob is customer.
2. I (as an agent) need info from Joe who knows about Bob's problems. I
forward Bob's article to Joe from with OTRS.
3. Joe replies and his reply is added as an article to the ticket.
4. I didn't understand it, and I need further clarification from Joe. So
I hit reply, and then we have trouble:
OTRS gets the mail address right and puts Joe's mail address into my
reply. But the text of the message starts with "Dear Bob".
Is there a field like <OTRS_ARTICLE_REALNAME> to catch this one?
--
Lars
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