Question

I read somewhere, that the e-mail address selected at From: when replying should be 'sticky'. That would be great! But somehow it doesn't work for me...

We have two mailboxes. I don't use the first, I do use the second. In the From: dropdown, I see four entries:

1. "A mailbox name" <ourinfo@address>
2. "Michel de Ruiter" <ourinfo@address>
3. "Another mailbox name" <oursupport@address>
4. "Michel de Ruiter" <oursupport@address>

Every time when I press Reply, the third option is selected by default. So every time I change it to the fourth, because I like to have my personal name in the mail.

The database confirms that it should be remembered: Person.sFrom is "Michel de Ruiter" <oursupport@address> for me, whereas for most other users it's the still default name.

Where should I look to debug this?

Answer 1

This customization seems to do the trick:

name:          Reply as me by default
description:   Change the default From address to my personal name
author:        Michel de Ruiter
version:       1.1.1.0

js:

$(document).ready(function(){
  // return if not on the case page
  if (!$('#bugviewContainer').length) return;

  function ChangeFromToMe() {
    if ($("#sFrom").length &&
        $('#sFrom option:selected').text().indexOf($('#username').text()) == -1) {
      $('#sFrom option:selected + option').attr('selected', 'selected');
      DropListControl.refresh($("#sFrom")[0]);
    }
  }
  ChangeFromToMe();
  $(window).on('BugViewChange', ChangeFromToMe);
});

It changes the default selected value to the personal name variant.

Answer 2

It depends. The From name is sticky for new Send Email actions. In the case of Reply, we default to the mailbox's email address. The only way to see the ixMailbox for the case is through Javascript. Hit F12 in Chrome and type goBug.ixMailbox.

You can go look at the mailbox associated with the case and will probably see that it's the third mailbox in your dropdown.