To set to customer of the ticket for EmailOutbound screen

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drodralv
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To set to customer of the ticket for EmailOutbound screen

Post by drodralv »

Hi,

Will be possible to set that by default the contact of the "To" field within the EmailOutbound screen would be the customer user of the ticket?

As for now, we have to use that field looking for the customer within DA user list.

Thank you

root
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Re: To set to customer of the ticket for EmailOutbound screen

Post by root »

drodralv wrote:
19 May 2020, 16:31

Will be possible to set that by default the contact of the "To" field within the EmailOutbound screen would be the customer user of the ticket?
Hi,

Why? This screen has another use case. Why not use Reply?

- Roy
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drodralv
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Re: To set to customer of the ticket for EmailOutbound screen

Post by drodralv »

Hi,

Usually our customer users do not have access to the OTRS interface and our agents want to send them that Email communication.

zzz
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Re: To set to customer of the ticket for EmailOutbound screen

Post by zzz »

Hey,

Reply will sent out a normal email.

An external notice is the only communication channel that'd force a customer to use the OTRS customer interface.
EmailOutbound is mainly used to communicate with a third party via email — not the customer.

— Emin
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jojo
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Re: To set to customer of the ticket for EmailOutbound screen

Post by jojo »

E-Mail outbbound was developed for a special usecase:
- communication with external (3rd) party
- no disclosure of ticket content

So thats why not recipient is in there.
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drodralv
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Posts: 86
Joined: 26 Jul 2019, 08:25
OTRS Version?: 5.0.28

Re: To set to customer of the ticket for EmailOutbound screen

Post by drodralv »

Hello!

Great, i will share your concerns with our colleagues.

Thank you

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