The ticket had the accounts mailing list in its reply-to address (as noted in the plan-text email header). Why is that the case, I don't know. Looking in to it. However, in the future - please contact the OTRS admins before creating phabricator tasks. Not to mention some potentially sensitive issues that could be inadvertently released in a new task here, there are usually ways teh OTRS admins can rectify issues on our end, without the needs for WMF ops.

We're looking into the matter.

OK... I did try to choose my language carefully, but understood. I also see now that I should have checked the headers before reporting.

After discussion with another admin, it would appear that this is an isolated incident whereby the sender set the accounts mailing list to the reply-to field. They chose to do this, and we've not encountered any other such issues in the past so we do not anticipate many, if any other in the future.

In this instance you can simply add the correct customer address in the To field. You may wish to keep the accounts ML added to the senders list, as they likely did that for a reason. Perhaps there is ongoing discussion there related to his inquiry.

Further questions can be directed to https://otrs-wiki.wikimedia.org/wiki/AR