Behavior of recipient.name.full in replies with collaborators

PVA1862

Currently running 1.17.4 here, after many years of running a customized 1.9 install - somehow the behavior of how users are addressed in the reply mail template appears to have changed some time in between? Or maybe somebody had it customized different on our end back then? Not sure anymore how 1.9 behaved by default, tbh.

After the migration, confused users have made us aware that they received mail notifications about replies from us in osTicket, which were adressing somebody completely different in the text body - the person who originally opened the ticket they were added to as collaborators, mostly by merging their related tickets into this one.

Upon investigation of the mail template I saw it utilizes the recipient.name.full variable to address the recipient by name... but apparently "recipient" in this context doesn't mean the individual recipient of each sent mail (so if I'm a collaborator, it'd address me), but rather the one user owning the ticket. Is that correct?

Is there a way to address each collaborator individually by their name in a reply mail?

Thanks in advance!

KevinTheJedi

PVA1862

We used to send alert emails individually per User and CC. Now we send one email addressed to the Ticket Owner and CC any CCs. There is no way to change this behavior.

Cheers.

PVA1862

Thanks for the clarification. However, I'd like to raise concern if the current behavior is the right way to do it.

If we have a major system outage and people are raising tickets left and right, of course we merge all such related tickets into one. The end result of this is hundreds of users receiving replies addressing them by a random person's name - who happened to be the first one to send a ticket about this issue in - despite the system knowing fully well who the individual other users are. This behavior is non-transparent and confusing for the end users.

Additionally, if you're running a cybersecurity/phishing awareness campaign, as we've been doing for years, users likely are trained on legitimate emails of internal systems always specifically addressing them by their personal email address and correct full name and/or login name. Every other system (and we're hosting several dozens, open source and from vendors all over the world) does that - only osTicket now breaks this basic rule, which requires special training that exactly contradicts everything learned so far...

KevinTheJedi

PVA1862

osTicket acts like an email client in this regard. If you have an email chain with many people on it and you Reply All it will be addressed to everyone in the thread...this could be accomplished with BCC however we don't support BCC at this time. It's on our Feature Request list at this time.

Cheers.