Hi Cyrille,
How do you change the customer in the ticket?
Do you do that in the web interface or through data base?
Thanks
________________________________
De: Cyrille Bollu <cyrille.bo...@belnet.be>
Para: otrs@otrs.org
Enviado: Viernes, 30 de marzo, 2012 2:49 A.M.
Asunto: Re: [otrs] Rv: Mail, alias, and login - As a unique client
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...
>
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--
Cyrille Bollu
Belnet • ICT & Logistics
Louizalaan 231 Avenue Louise
Brussel 1050 Bruxelles
België • Belgique
T: +32 2 790 33 33
www.belnet.be
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