Duplicate notifications to customers

[andy17d]

Hello.
In our company, users use two types of email addresses. Real email (user@example.com) and alias (firstname.lastname@example.com).'
Customers are synchronized from the LDAP database.

When I send an ticket from real email ie. user@example.com, everything is fine and I get 1 notification from the system.
However, when I send a ticket from an alias, OTRS sends 2 replies (to the alias and cc is a real email)

When I try to answer a customer's request, I see the following information at the top: "Customer user automatically added in Cc."

What to do that OTRS send only 1 notification? without cc?

[wurzel]

Hi,

you should use valid mail addresses only
there is a sysconfig option, which disables the "automatic cc adding"
I do not know the setting (no access to my otrs right now) but it is searchable



Flo

[skullz]

Check system configuration for Ticket::Frontend::ComposeReplaceSenderAddress

[andy17d]

you should use valid mail addresses only
there is a sysconfig option, which disables the "automatic cc adding"
I do not know the setting (no access to my otrs right now) but it is searchable

My users use normal URLs as well as aliases and there's nothing I can do about it. They must be able to submit reports from both types of email addresses.

You may be referring to Ticket :: Frontend :: ComposeAddCustomerAddress.
I set it NO value.
This helped in the agent interface, no CC shows up anymore but the automatic request reply still goes with the CC.

[andy17d]

Check system configuration for Ticket::Frontend::ComposeReplaceSenderAddress

It does work nicely in the agent interface. Thanks to it, the answer goes only to the real address, not to the alias.

However, unfortunately, this option does not help with automatic replies

[wurzel]

Hi,

it might be possible to use

Code: Select all

    CustomerUserPostMasterSearchFields => ['mail'],

in Config.pm and add your second mail attribute there. It is worth a try.
Maybe the software will then use one only?

Flo

[andy17d]

it might be possible to use

Code: Select all

    CustomerUserPostMasterSearchFields => ['mail'],

in Config.pm and add your second mail attribute there. It is worth a try.
Maybe the software will then use one only?

Hello
I already have this entry:

Code: Select all

CustomerUserPostMasterSearchFields => ['mail', 'mailAlternateAddress'],

This allows OTRS to associate aliases with real addresses.
Regards.

[wurzel]

Hi,

if you are on 4.x (your signature shows this) maybe a 6.x would behave better?

Flo