[SOLVED] Don't add customer to autoresponse

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HervE
OTRS wizard
Posts: 391
Joined: 03 Jan 2011, 17:15
OTRS Version?: 3.3.8
Location: France

[SOLVED] Don't add customer to autoresponse

Post by HervE »

Hello forum,

I found out that, whenever an autoresponse is sent from OTRS to the sender, the customer is automatically CC'ed to this autoresponse mail (in case the sender is different from the customer).

How to remove this automatic adding?

For this can be a bit annoying. Imagine the following situation: a third party is replying to a ticket, not copying the customer, and the customer receives an autoresponse... I guess he must be surprised and doesn't know why!

Regards,
HervE
Last edited by HervE on 21 May 2012, 15:01, edited 1 time in total.
OTRS 3.3.8 - Windows 7 - IIS7 - SQL Server - Firefox 30

bjohnson222
OTRS newbie
Posts: 4
Joined: 04 Apr 2012, 02:54
OTRS Version?: 3.1.2

Re: Don't add customer to autoresponse

Post by bjohnson222 »

Check SysConfig...

In the Ticket group, locate Frontend::Agent::Ticket::ViewCompose and look for the parameter:

Ticket::Frontend::ComposeAddCustomerAddress

Try setting that to No. That might accomplish what you're looking for. Don't know if it affects auto-responses, but it's worth a shot.

HervE
OTRS wizard
Posts: 391
Joined: 03 Jan 2011, 17:15
OTRS Version?: 3.3.8
Location: France

Re: Don't add customer to autoresponse

Post by HervE »

Hi bjohnson222,

Thanks for your answer.

I've set this parameter to No a long time ago already.

It doesn't affect auto-responses unfortunately.

Regards,
HervE
OTRS 3.3.8 - Windows 7 - IIS7 - SQL Server - Firefox 30

HervE
OTRS wizard
Posts: 391
Joined: 03 Jan 2011, 17:15
OTRS Version?: 3.3.8
Location: France

Re: Don't add customer to autoresponse

Post by HervE »

Hi forum,

I searched and found how to do it.
In OTRS\Kernel\System\Ticket\Article.pm, sub SendAutoResponse, I commented out the block as following:

Code: Select all

# Disable adding customer as Cc
#    if ( $Ticket{CustomerUserID} ) {
#        my %CustomerUser = $Self->{CustomerUserObject}->CustomerUserDataGet(
#            User => $Ticket{CustomerUserID},
#        );
#        if ( $CustomerUser{UserEmail} && $OrigHeader{From} !~ /\Q$CustomerUser{UserEmail}\E/i ) {
#            $Cc = $CustomerUser{UserEmail};
#            $ToAll .= ', ' . $Cc;
#        }
#    }
I tested. It works.

Regards,
HervE
OTRS 3.3.8 - Windows 7 - IIS7 - SQL Server - Firefox 30

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