Re: Outgoing email to system address not possible anymore

Nils Leideck <[email protected]> Mon, 5 Dec 2016 10:20:08 +0100

Newsgroups	gmane.comp.otrs.user
Message-ID	<[email protected]>

Hi Patrick,

On 05 Dec 2016, at 09:50, Patrick Banholzer <[email protected]> wrote:

> we have an issue since we upgraded to OTRS 5. Previously it was possible to put a system address of otrs (e.g. email address of different queue) into the "To:" or the "CC:" field of outgoing emails. This was used to inform the agents of the other queue about different things.
> 
> I know this should also be possible by splitting the ticket and assigning it to the special queue, but we have some special cirumstances. OTRS has a system address which is used to send e-mails but not to receive. The mailbox is used in MS Exchange for a group or team. They forward some of the answers to the otrs system if relevant, but customer replies should never be attached directly whithout beeing reviewed.
> 
> Now we have the case, that some agents want to inform the people reading the Exchange mailbox, but this isn't working anymore.
> 
> The error message is:
> EN: This address is registered as system address and cannot be used ...
> DE: DIese Adresse ist als Systemadresse registriert und kann daher nicht verwendet werden ...
> 
> Is there a possibility to bring back the old behaviour?

If the address is never used for SENDING or RECEIVING emails, you do not need to configure it as an OTRS system address.

:-)

-- Cheers, Nils

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