> If an user is invalidated, I expect it to be used only on old tickets (tickets created when that user was valid). Either side of this coin can be seen. Invalid users means I can't create a ticket with that user. Probably I might also have trouble searching for that user's tickets (I know this is a bit of a problem with Generic Agent and changing agents on a ticket from invalid agents.) But I can also see that as long as I have an email that matches a user, invalid or not, I'd rather the information match than not. There's no particular (default) reason an inbound email is not going to create a ticket *generally* in any case, but I can be sure an invalid user won't be able to web into the customer portal.
On Tue, Jul 8, 2014 at 8:27 AM, Alessandro Cortiana < alessandro.corti...@inetworking.it> wrote: > Sure, this is a possible solution. > > But I can’t understand why the invalidated customer user continues to be > > used by the OTRS system. If an user is invalidated, I expect it to be used > only on > > old tickets (tickets created when that user was valid). > > > > Alessandro > > > > *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf > Of *Gerald Young > *Sent:* martedì 8 luglio 2014 13:03 > *To:* User questions and discussions about OTRS. > *Subject:* Re: [otrs] Problem with 2 customer user backends and > invalidated DB users > > > > it will match email. So change the email address in db users. > > > > On Tue, Jul 8, 2014 at 6:24 AM, Alessandro Cortiana < > alessandro.corti...@inetworking.it> wrote: > > Hi, > > we have an OTRS 3.3.7 installation with 2 customer user backends (DB and > LDAP). > > Some users are duplicated on both backends, with different customer ID > assigned > > on each backend. > > If a mail from a duplicated user enters the system, we want to configure > OTRS to > > use the LDAP backend (so the ticket get the right CustomerID) > > So I simply configured the duplicated DB users as “invalid”. > > The problem is that, If a duplicated user sends an email to the OTRS > system, > > OTRS continues to attach that mail to the invalid customer user (I can see > it because > > the DB customer ID is different from the LDAP one) even if the user is > marked > > as “invalid”. > > > > I tried to change the order of the Customer User backends in the config > file also > > using the numbering: > > > > $Self->{CustomerUser1} = { > > Name => 'LDAP Datasource', > > $Self->{CustomerUser2} = { > > Name => 'Customer Database', > > > > But OTRS continues to do the wrong thing. > > What do you suggest? Am I doing something wrong? > > > > Regards, > > Alessandro Cortiana > > > --------------------------------------------------------------------- > 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 >
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