Hi there, You can map a ticket to a user, but that won´t solve your Problem. I don´t know if the "Agents" should get send mails into your OTRS System, when they have an Agent / User account where they can login and create any ticket in the queue they are assigned to. So if you realy need to send your tickets by mail, I think you´ll have to use customer user instead.
Mit freundlichen Grüßen / Kind regards
Markus Moj
Technik
TimoCom Soft- und Hardware GmbH
In der Steele 2
D-40599 Düsseldorf
Tel: +49 211 88 26 80 14
Fax: +49 211 88 26 70 14
eMail: m...@timocom.com
www.TimoCom.com
Geschäftsführer: Jens Thiermann, Gunther Matzaitis
Amtsgericht Düsseldorf, HRB 34489
From: Alan McKay <alan.mc...@gmail.com>
To: "User questions and discussions about OTRS." <otrs@otrs.org>
Date: 24.08.2009 21:14
Subject: [otrs] emailed tickets not being tied to user
Sent by: otrs-boun...@otrs.org
Hey folks,
I am doing a "live customer trial" on my system by having a user this
morning submit their request to IT into OTRS via email.
I already have a user ID set up for that user, with their email
address configured. And the email address on the incoming request is
the same address. And the ticket got created properly and so forth,
but it does not appear to have been created as being from her account.
There is a "ghost" account (for lack of a better name) with the same
email address.
Recall that my users are all "Users" at that point and there are no
"Customer Users"
She goes into the web interface and does not see any ticket submitted
by her. I go into ticket search and search "submitted by" and select
her, but the ticket does not come up.
Have I got something misconfigured? Or is this by design?
Is there some way to make the system recognise that the email is from
an address that is in the database, and is therefore from that user?
thanks,
-Alan
--
“Don't eat anything you've ever seen advertised on TV”
- Michael Pollan, author of "In Defense of Food"
---------------------------------------------------------------------
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/
<<inline: graycol.gif>>
<<inline: ecblank.gif>>
--------------------------------------------------------------------- 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/
