[otrs] Auto Forward with OTRS

[Hien HUYNH HUU]

Dear all,
   Please guide me how to configure autoforward an email from customer in a 
queue :
   Example , we want the system to receive emails to 
otrs-h...@abc.com with queue 'OTRS HELP'. After that 
, the system can forward the email with ticket number on the subject to someone 
who related with the tickets (but not agents)
So that they can reply/answer the ticket with the same ID/Number.
   Something likes this : (But not work)

'forward' => {
 Queue => 'OTRS HELP',
 States => ['new', 'open'],
 Locks => ['unlock'],
 New => {
 To => 'someo...@xyz.com, someo...@abc.com, someo...@dfg.com',
 },
 },


  Best regards,
  Huu Hien
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[otrs] Search and Export Function

[Hien HUYNH HUU]

Hi all,
   Please guide me how to add export function (to excel file) in "My Company 
Ticket" of customer otrs page and in "Search" of agent page.
  This will help user and customer can manage their tickets easier.
   Best regards,
   Huu Hien

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[otrs] Merge tickets with Customer

[Hien HUYNH HUU]

Dear all,
I used merge for new ticket with the old ticket. But the customer can't see 
old ticket . I want to let new customer can see their answer in the old ticket 
when their ticket is merged. Please help me to solve this issue .   Best 
regards,
Huu Hien


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[otrs] OTRS-CGI-10 Need UserLogin or UserID!

[Hien HUYNH HUU]

Hi all,
I don't know when  I check system log , I receive a lot of errors as 
subject "OTRS-CGI-10   Need UserLogin or UserID!"
   Please help me to fix this problem
  Best regards,
  Huu Hien

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[otrs] Migrate old account to new account for customer

[Hien HUYNH HUU]

Hi all,
   How can I migrate an old account to new account for customer ?
  Ex:  I have an old customer : a...@yahoo.com  and  
when I use LDAP authentication for customer, I sync Ldap2DB so that he has 
another account  "xyz" . So I want to import/migrate his old tickets to new 
account. Please guide me how to do this.
  Furthermore ; It's so strange when I can't find his new account database on 
Mysql server , I only find his old account stored at it. Where new database 
stored at when using "scripts/tools/sync-ldap2db.pl" ? Although I see It uses 
customer_user table, but actually I can't see new database on it.
 Please help me to solve these problem.
 Best regards,
 Hien Huynh
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[otrs] How to use "Recovery New Password" and "Registration" when using both LDAP and Local Authentication

[Hien HUYNH HUU]

Dear all,
   I wonder when I use both of authentication ways:  LDAP and Local, the 
customer and index webpage disables "Recovery New Password" and "Registration" 
functions on these pages although I checked LostPassword and Registration are 
allowed in my core.
   Please help me to solve this problem.
  Best regards,
  Huu Hien

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