OTRS Academy » Documentation » OTRS Administration Manual » Tutorials » Dynamic Sender Addresses

Dynamic Sender Addresses

February 12, 2026

The sender address of your tickets is by default a queue-associated email address. In order to configure the sender address this feature uses a special dynamic field. When replying or forwarding tickets and event-based notifications, OTRS automatically sets the new sender address. When the dynamic field is blank, the queue-associated email address is used.

In addition, you can also use this feature to edit tickets from all over the world and use country-specific sender addresses. By grouping the countries and email addresses OTRS can automatically add the correct return address for each country.

The ticket service should be the base for the sender address, but only dynamic field values are supported by this feature.

In order to allow using the service, create new Dynamic Fields and use a Generic Agent job. The helper module will be added in order to automatically fill the new dynamic field with the service name.

To fill the dynamic field value with the service name:

  1. Create the dynamic field Service Copy, but do not configure for display on any ticket screen.

    • Object type: Ticket

    • Field type: Text

    • Name: ServiceCopy

    • Label: Service Copy

  2. Create a generic agent job.

    • Events section: Set the events TicketCreate and TicketServiceUpdate as triggers.

    • Select Tickets section: Set filters if the field should not be set globally (e. g. restricting this to specific queues).

    • Execute Custom Module section:

      • Module: Kernel::System::GenericAgent::CopyTicketValueToDynamicField

      • Param key: Ticket_Service

      • Param value: ServiceCopy

      Module parameters control which fields should be copied. The key determines the ticket attribute (service, queue, etc.) and the value determines the name of the destination dynamic field.

      Note

      Ticket_ prefix is needed if Services is used as parameter key. It will be included on the values for setting new values on ticket and it is not possible to get a real value for it, then as consequence the value for this ticket field will be empty.

  3. Mapping from dynamic field values can now be used to link service names to actual sender addresses.

Generic Agent Configuration Example

Generic Agent Configuration Example

Mapped Values as Sender Address

When a ticket reply or forward is created or when an event based notification is sent, the configured dynamic field of the ticket is checked. If the dynamic field contains a value, a mapping configuration is checked. If there is a mapped value in Sender Address Mapping, this value will be used as sender address.

If the dynamic field is not set or no mapping value exists, the default queue-based sender address will be used.

This feature should be used if your tickets have dynamic fields that contain information which sender address should be used, but are not email addresses. For this purpose the dynamic field values can be mapped to email addresses.

Example Usage

A dynamic field Customer location is configured to be used as sender address base. The configured queue sender address is support@company.com.

In the mapping module the following is configured:

When an agent replies to a ticket, the Customer location field is looked up and depending on the location the sender address is determined.

Direct Values as Sender Address

When a ticket reply or forward is created or when an event based notification is sent, the configured dynamic field of the ticket is checked. If the dynamic field contains a value, this value will be used as sender address.

If the dynamic field is not set, the default queue-based sender address will be used.

This feature should be used if your tickets have dynamic fields that contain email addresses which should be used as sender address.

Note

With this feature dynamic field values are not checked in advance, therefore all values for the configured field need to be valid email addresses to prevent delivery errors.

Example Usage

A dynamic field Customer location address is configured to be used as sender address. The configured queue sender address is support@company.com. When an agent replies to a ticket, the Customer location address field is looked up and the sender address is determined.

  • Dynamic field value: <empty field>, sender address: support@company.com (address from queue).

  • Dynamic field value: France, sender address: France (dynamic field value is an invalid email address, the email will not send).

  • Dynamic field value: support.uk@company.com, sender address: support.uk@company.com (dynamic field value).

FacebookXEmailLinkedIn
Scroll to Top