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?
Duplicate notifications to customers
Moderator: crythias
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Duplicate notifications to customers
OTRS 4.0.19/6.0.26, openSUSE 12, MySQL 5.5
KodIT Usługi Informatyczne - Odzyskiwanie danych Poznań - Serwis Komputerowy
KodIT Usługi Informatyczne - Odzyskiwanie danych Poznań - Serwis Komputerowy
Re: Duplicate notifications to customers
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
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
OTRS 8 SILVER (Prod)
OTRS 8 auf Debian 11 (Test)
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Re: Duplicate notifications to customers
Check system configuration for Ticket::Frontend::ComposeReplaceSenderAddress
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Re: Duplicate notifications to customers
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.
OTRS 4.0.19/6.0.26, openSUSE 12, MySQL 5.5
KodIT Usługi Informatyczne - Odzyskiwanie danych Poznań - Serwis Komputerowy
KodIT Usługi Informatyczne - Odzyskiwanie danych Poznań - Serwis Komputerowy
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- Znuny newbie
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Re: Duplicate notifications to customers
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
OTRS 4.0.19/6.0.26, openSUSE 12, MySQL 5.5
KodIT Usługi Informatyczne - Odzyskiwanie danych Poznań - Serwis Komputerowy
KodIT Usługi Informatyczne - Odzyskiwanie danych Poznań - Serwis Komputerowy
Re: Duplicate notifications to customers
Hi,
it might be possible to use
in Config.pm and add your second mail attribute there. It is worth a try.
Maybe the software will then use one only?
Flo
it might be possible to use
Code: Select all
CustomerUserPostMasterSearchFields => ['mail'],
Maybe the software will then use one only?
Flo
OTRS 8 SILVER (Prod)
OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11
-- Ich beantworte keine Forums-Fragen PN - No PN please
I won't answer to unfriendly users any more. A greeting and regards are just polite.
OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11
-- Ich beantworte keine Forums-Fragen PN - No PN please
I won't answer to unfriendly users any more. A greeting and regards are just polite.
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Re: Duplicate notifications to customers
Hellowurzel wrote: ↑17 Jan 2021, 12:08 it might be possible to usein Config.pm and add your second mail attribute there. It is worth a try.Code: Select all
CustomerUserPostMasterSearchFields => ['mail'],
Maybe the software will then use one only?
I already have this entry:
Code: Select all
CustomerUserPostMasterSearchFields => ['mail', 'mailAlternateAddress'],
Regards.
OTRS 4.0.19/6.0.26, openSUSE 12, MySQL 5.5
KodIT Usługi Informatyczne - Odzyskiwanie danych Poznań - Serwis Komputerowy
KodIT Usługi Informatyczne - Odzyskiwanie danych Poznań - Serwis Komputerowy
Re: Duplicate notifications to customers
Hi,
if you are on 4.x (your signature shows this) maybe a 6.x would behave better?
Flo
if you are on 4.x (your signature shows this) maybe a 6.x would behave better?
Flo
OTRS 8 SILVER (Prod)
OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11
-- Ich beantworte keine Forums-Fragen PN - No PN please
I won't answer to unfriendly users any more. A greeting and regards are just polite.
OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11
-- Ich beantworte keine Forums-Fragen PN - No PN please
I won't answer to unfriendly users any more. A greeting and regards are just polite.