Hi Hugh, the link to the customer user database is defined by setting a customer user login, not by customer id. When you are connected to an Active Directory the customer user login is the samaccountname.
On 19.10.2010, at 01:30, Hugh Kelley wrote: > I've implemented the Postmaster-based assignment of X-OTRS-CustomerNo, which > works fine for setting the customer ID (email address). Unfortunately, the > user name, telephone, etc. are still mine. > > I don't know if this is relevant, but this user has never sent a ticket via > email or logged into the portal, though he is eligible for LDAP auto sync if > he ever does. > > Furthermore, I still see the tickets under my ID when I log into the customer > portal. > > Hugh > > > On Mon, Oct 18, 2010 at 3:28 PM, Hugh Kelley <hugh.kel...@gmail.com> wrote: > I like postmaster-based assignment of customers described earlier. I may try > to implement that too, but my issue is with ownership. > > One of my coworkers made the excellent point that this auto-assigning method > will break down as soon as an agent goes on vacation (assuming the postmaster > logic doesn't look at the out of office status). > > Instead, I just wrote a SOAP based tool that looks for tickets with user ID 1 > as the owner. If the ticket has an agent-created article (other than agent > #1), the last person to contribute becomes the owner (presumably we'll catch > it before he/she goes on holiday). > > Considering the very small number of tickets where this occurs I'll be fine > with that approach. > > Thanks again for all of the discussion. > > Hugh > > > > > On Mon, Oct 18, 2010 at 1:10 PM, Nils Leideck - ITSM > <nils.leid...@leidex.net> wrote: > A standard function of emailing is the redirect function. > > In Outlook this is called “Send again”. > In OTRS this function is called “Bounce” > > I don’t like both terminologies tbh. but this is another discussion :-) > If you use this function, then the Email to OTRS is still send “From” the > original customer. > > But, both methods don’t solve your request - r...@localhost will still be set > as the owner. > > I think, a working solution would be to extend the PostMaster Filter to be > able to assign Agent, Responsible and Watcher by using X-Headers. > This way you could match for mail from and rcpt to and other headers to fetch > the new sender (the Agent), without loosing the information of customer > details. > > However, this would require a bit of development. If you wan to get this > supported I recommend to contact en...@otrs.com. > Or you can create a new entry on http://otrsteam.ideascale.com first to see > if other people would like to have the same function. Community development > not excluded :-) > > On 18.10.2010, at 18:05, Gerald Young wrote: > >> If a user had sent me a ticket-worthy request, I'd forward the email to the >> ticket email with my code word in the body. >> #customer customerem...@domain.tld >> >> The postmaster filter gets it then the ticket gets created and assigned to >> the customer. >> http://wiki.otrs.org/index.php?title=Create_a_ticket_in_OTRS_from_any_webform_without_API_calls >> >> Agents who would be assigned to the Queue in his "My Queues" and have the >> notification enabled gets a chance to grab the ticket, lock it, respond, >> close... >> >> >> On Fri, Oct 15, 2010 at 9:09 AM, Hugh Kelley <hugh.kel...@gmail.com> wrote: >> I agree about that goal. >> >> However, at least in my organization, there are a few users who >> hesitate to use the support system at all - they just email agents >> directly. Then, as you well know, it is impossible for anyone else in >> the team to participate in the support. >> >> I thought this might be a way to encourage those users to do (from my >> perspective) the right thing. >> >> Hugh >> >> --------------------------------------------------------------------- >> 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 > > Cheers, Nils > > — > Nils Leideck > Senior Consultant > http://webint.cryptonode.de / a Fractal project > > > --------------------------------------------------------------------- > 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 > > > --------------------------------------------------------------------- > 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 Cheers, Nils — Nils Leideck Senior Consultant http://webint.cryptonode.de / a Fractal project
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