Survey sent out to wrong e-mail address

[vilgefortz9]

We are using the Survey module. We are experiencing the following problem:

Customer sends an e-mail to our helpdesk address, OTOBO creates a new ticket.
We send out an e-mail from this ticket, but not to the customer. For example, we send an email to a 3rd party company.
The 3rd party company answers our email.
When we close the ticket the survey sent out NOT for the customer, but to the 3rd party email address! The original customer gets NO survey email.

[svenoe]

Hi vilgefortz,

usually we don't use github to answer support questions, and ask the people to visit our forums for community help. Since in this case I had a quick look: I assume your "customer" is not a real customer in your OTOBO (you wouldn't find him in the customer user administration, or you have some construct where there is at least no email stored for him in the Email field). In this case things are less clear and the survey module tries to guess, whom to send the mail to and first uses the email connected to the last customer article.

I agree that using the first one instead is probably the better guess in most cases, but this has to be discussed, and I would hesitate to just change the behaviour mid-version. You could try the option "Survey::SendOnlyToRealCustomer" to not send surveys at all, if there is no real customer user entry in the DB/LDAP connected to some customer of yours.

I will bring this up, prio is rather low, though. Hope it helps a bit understanding wise,
best regards, Sven

(Edit: Just as an example, for phone tickets started by an agent, reversing the order would not always make sense. It's just not well defined if no real customer exists.)