Laurent Minost wrote:
> I would like to have your ideas about this problem : is it possible
> through any tricks or directly ( I doubt :o) ) to manage more than
> one email address for a customer under OTRS ?
>
> We're currently managing a lot of tickets coming from different
> companies and so on : many differents end-users belonging to these
> companies.
> I noticed that a lot of these end users are having different domain-
> aliased emails in such form :
>
> UserA1 (email = [EMAIL PROTECTED])
> UserA2 (email = [EMAIL PROTECTED])
> ...
>
> UserB1 (email = [EMAIL PROTECTED])
> ...
>
> If we check further we can notice that UserA1 and UserB1 are the
> same one (same Company but with several domain names) but this user
> is identified by OTRS as two differents users because of changing
> of his email adress.
> So is it possible to add a multiple email address support to
> Customer Users that would "solve" this problem because we will be
> able to map all existing email addresses for a user to the real
> OTRS customer ?
> If someone already do that or have some ideas on how to implement
> this, I would be glad to have your points of view :o)
If you give users belonging to the same company the same CustomerID I
believe your problem is solved. I know, it sounds a little strange to
give multiple customers the same ID, but that's the way OTRS knows
you want them to belong to the same company.
Nils Breunese.
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