populate to: field for email outbound template with ticket customer

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Thomymaster
OTRS newbie
Posts: 42
Joined: 26 Sep 2016, 10:50
OTRS Version?: 5.0.12
Company: MPImF Heidelberg

populate to: field for email outbound template with ticket customer

Postby Thomymaster » 22 Nov 2017, 15:06

Hi

I am using OTRS 5.0.21

I created an "email" type template to be used for the "e-mail outbound" function.
This works fine, however i want to prefill the "to:" field with the email adress of the current ticket customer.

Is this possible and if so, how? :)


Best,
Thomas
OTRS 5.0.12 on Ubuntu 14.04 LTS
OTRS 5.0.21 on Ubuntu 16.04 LTS

jojo
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Re: populate to: field for email outbound template with ticket customer

Postby jojo » 22 Nov 2017, 15:15

Thats not possible, also email outbound is not intended to be used to reply to customers. Please use reply for such a usecase
"Production": OTRS Business Solution™ 6, STORM powered by OTRS
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Thomymaster
OTRS newbie
Posts: 42
Joined: 26 Sep 2016, 10:50
OTRS Version?: 5.0.12
Company: MPImF Heidelberg

Re: populate to: field for email outbound template with ticket customer

Postby Thomymaster » 22 Nov 2017, 15:23

Hi

Ok i will use "answer" type templates
And (that was my initial requirement) how do i prefill the "subject" field then?
It has to be different for every template that i use and should include the ticket number of course.

I.e.

[#123456] ticket solved successfully

The above should be the subject of the mail, the ticket customer receives then.
OTRS 5.0.12 on Ubuntu 14.04 LTS
OTRS 5.0.21 on Ubuntu 16.04 LTS

jojo
Moderator
Posts: 13961
Joined: 26 Jan 2007, 14:50
OTRS Version?: Git Master
Contact:

Re: populate to: field for email outbound template with ticket customer

Postby jojo » 22 Nov 2017, 15:23

thats also not possible without development
"Production": OTRS Business Solution™ 6, STORM powered by OTRS
"Testing": OTRS git Master

Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com :: Share your ideas


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