Yeah, we also spotted the problem. But haven't looked at a solution because manually changing the ticket's customer was ok for us.
I wonder why declaring several emails for a customer wouldn't work? BR, Cyrille Le 27/03/2012 17:35, Jober Mijares a écrit : > Hi! Any help? :s > > ----- Mensaje reenviado ----- > *De:* Jober Mijares <ronnamija...@yahoo.com> > *Para:* User questions and discussions about OTRS. <otrs@otrs.org> > *Enviado:* Viernes, marzo 23, 2012 11:32 A.M. > *Asunto:* [otrs] Mail, alias, and login - As a unique client > > Hi folks > > I have a situation trying to setting OTRS 3.1.2, exactly with the > customer: > > We have the next configuration in our LDAP > > rmija...@123.com ---> alias > ronna.mija...@123.com ----> mail > rmijares ----> login > > So, if i sent a message from thunderbird, depends of my configuration, > OTRS could receive 3 different options: > > "rmija...@123.com" or "ronna.mija...@123.com" or "rmijares" > > Because clients have possibility of setting their mail client. > > In my OTRS I declared my CustomerID: mail, so, when I sent a message > from "ronna.mija...@123.com", OTRS took my information as a client, > but, if another client send his message from his thunderbird where he > has his Name Account as "client1", OTRS received the email as a user > that it doesn't know, because the CustomerId is "clie...@123.com" not > client1. > > If I change this value in /Kernel/Config.pm > CustomerID => 'mail', for CustomerID => 'uid' > > Is the same, because of, if I have to sent a message from webmail, my > information would be "ronna.mija...@123.com", and OTRS doesn't know > this client, it just know UID "rmijares". > > I've been reading about this case in OTRS list, but, I just found one > user where he want declare more than one email for one user, and this > not my problem. > > I added both var (mail and uid) for customerid, but i didn't get any > result. > > Automatically, this has produced me problems setting service for > customer, because, when I try to choose the service I can't do it. > > > Any help? > > > Thanks... > > --------------------------------------------------------------------- > 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 -- *Cyrille Bollu * Belnet . ICT & Logistics Louizalaan 231 Avenue Louise Brussel 1050 Bruxelles België . Belgique T: +32 2 790 33 33 *www.belnet.be <http://www.belnet.be>*
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