Dear Lars, On 05.09.2011, at 16:01, Lars Jørgensen wrote:
> 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? I really do understand your issue and I would be more than glad to provide you with instructions, but this is not possible to resolve in the current standard OTRS. Please be so kind and open a new request on ideascale.otrs.com and I will vote +1 of course! You may also request commercial support for this issue - just send a request to [email protected] providing your description above. We would be happy if your investment would enhance the software standard. -- Cheers, Nils http://webint.cryptonode.de / a Fractal project --------------------------------------------------------------------- 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
