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znuny / Znuny

Znuny/Znuny LTS is a fork of the ((OTRS)) Community Edition, one of the most flexible web-based ticketing systems used for Customer Service, Help Desk, IT Service Management.
https://www.znuny.org
GNU General Public License v3.0
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Bug - From field different of real sender #541

Open gerald2545 opened 4 months ago

gerald2545 commented 4 months ago

Environment

Expected behavior

Agent 1 write to Customer A : the from field of this email should be set to Agent 1

Actual behavior

Agent 1 write to Customer A : the from field of this email is sometimes set to Agent 2
exemple image
in this screenshot, the customer answer Carole agent email, but we can see in its email content that the From field was set to Céline agent
The communication log for article 96 is clean The communication log for article 97 satates that the from field is set to Céline whereas it should be Carole

How to reproduce

still do not know as it does not happen all the time This behavior was first seen in 6.0.29 version (https://community.znuny.org/viewtopic.php?f=62&t=42026&p=178375)

gerald2545 commented 4 months ago

if it could help : Céline is the owner of the ticket