Did you get my previous post? Did you check the queue<->group<-->user?
Really interested to know for the ticket: - What CustomerID is shown in right-side column - Does it show Customer Info, and what fields? Does it show Username AND Email? - Ticket status Are you running Linux/Unix? Are there any error messages either in the Apache error_log, or otrs syslog file? Check the permissions on the directories/files, sometimes if http server can not write temporary or cahce files strange things happen. Usage: SetPermissions.sh <OTRS_HOME> <OTRS_USER> <WEBSERVER_USER> [OTRS_GROUP] [WEB_GROUP]" Kind regards, Frans Stekelenburg NetDialog Service Center +31 30 789 3636 www.netdialog.eu > -----Original Message----- > From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of > Rachid Zarouali > Sent: vrijdag 24 april 2009 21:33 > To: User questions and discussions about OTRS. > Subject: Re: [otrs] customer can't see their ticket using thecustomer > interface > > OK maybe i've misspelled, > here is my case > > let say that my adress is : My Email <my.em...@domain.com> > i send an email to the OTRS system which respond at : > my.o...@domain.com > my email from : My Email <my.em...@domain.com> is put in mycompany > queue. > > my issue is , when i try to log using the customer interface using > login : my.em...@domain.com > pass: mypasswd > > i can't see my ticket in there :( > > the ticket seems to be associated with the right email because when i > use the agent interface, > i can zoom on my tickets and see all tickets linked to the customer : > my.em...@domain.com > > i can also use the search interface and search for the customer : > my.em...@domain.com and it gives me the list of all tickets associated > with this email . > > am i clearer? :-) > Rachid > On Fri, Apr 24, 2009 at 12:41:24PM -0500, Jeremy Adams wrote: > > 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/ --------------------------------------------------------------------- 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/
