OTRS help desk customizing

we require minor changes in the OTRS code to handle the sender addess in the reply funktion properly.

please only offer if you have the necessary expierience in OTRS developement!

all changes in the OTRS standard code (modul / changed lines) need to be documented in detail so that further upgrades are can be done without big problems.

Company Set-up

We sell our products in different countries. Customers send us e-mails to or , etc.. The issues are for all countries the same, therefore we collect all e-mails from all countries in the queue "Inbox", from where they are distributed manually to the queues "pants", "sweater" or "t-shirt". Our customer care team clarifies the issues in the 3 queues with the producer and then replies to the customer in OTRS with "Compose answer for ticket".

Issue

In the regular OTRS setup, the customer receives this e-mail from (system e-mail address). This however is confusing for the client, as he does not receive an e-mail from the same address he had sent his earlier e-mail (being or ). We need to avoid this and we will not differentiate in our queues between different countries, as there are too many and there would be too many queues.

Solution/Question

We understand that we can not set different sender addresses with OTRS in the same queue, so that they could be chosen when composing answer for ticket.

The simplest solution we could think of was to automatically replace the "from" (currently ) in "Compose answer for ticket" by the e-mail address the customer has sent his e-mail to (" or ").

Perl

Nº del proyecto: #4091013

Sobre el proyecto