Perhaps handy to turn this on, to have a (plain) option appearing after the article headers, to display the full headers of the e-mail/message:
Ticket -> Frontend::Agent::Ticket::ViewZoom Ticket::Frontend::PlainView: YES (default: No) Show also in ZoomView the plain link for emails in article tree. Now we are there anyway, for who really cares, another option that is off by default, but so neat: Ticket::ZoomTimeDisplay: Displays the accounted time for an article in the ticket zoom view. gr, Frans > -----Original Message----- > From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of > Jeremy Adams > Sent: vrijdag 24 april 2009 19:41 > To: otrs@otrs.org > Subject: Re: [otrs] customer can't see their ticket using thecustomer > interface > > By "redirected to ORTS" what do you mean? > > As I read your question it sounds like you have an email address, say > hel...@domain.com that your customers send their support requests to. > The request is then forwareded to another address that ORTS scrapes > with its mail script. > > If this is true then I think the issue is how the mail is forwarded. > Because, if the above is true, all the email comes to otrs from the > same address, that address is the customer. For OTRS to associate a > ticket with a customer from the automated email script, the email > address in the from field MUST match what is in the customers record, > otherwise the tkt is assocated with an user that doesnt exist, e.g. > OTRS, sort of, makes a fake user with only one piece of info in its > record, that being the email address. > > I had a similar problem where some of our users have email addresses > like abc1234 and others are an alias. As our LDAP doesnt have the > alias only the username, some messages come in to a user like j.adams > or jadams but not jla3114. > > > > Jeremy Adams > PC Support Specialist I > Cedar Valley College > 972.860.8086 > > > > > > > >>> Rachid Zarouali <rachid.zarou...@nic.fr> 04/24/09 10:55 AM >>> > hy all, > > i have a strange issue on OTRS, let me explain, > i have customers which send email to an adress which is redirected to > otrs. > i can see the email in the OTRS agent interface > the from in the email address is the same of the customer account > but when i try to log on the customer interface with the username and > password of the customer , i can't see tickets that have been created > when he sends email to the OTRS system. > > anyone have a clue ? > > Rachid > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
