Re: [otrs] customer can't see their ticket using thecustomer interface
Thanks to all of you, Frans you were Right, que<->group<->user hasn't been set correctly, i've made a test with one of my user and it seems to be working perfectly. what i've done is : in [ Customer Users <-> Groups Management ] i've choosen the group my queue belongs to and set all my customers to have rw rights. if i'm correct, customer can only see their own tickets and having rw rights then also can answer using the customer interface, am i right ? Rachid On Fri, Apr 24, 2009 at 11:14:35PM +0200, Frans Stekelenburg wrote: > Did you get my previous post? Did you check the queue<->group<-->user? > > Really interested to know for the ticket: > - What CustomerID is shown in right-side column > - Does it show Customer Info, and what fields? Does it show Username AND > Email? > - Ticket status > > > Are you running Linux/Unix? Are there any error messages either in the > Apache error_log, or otrs syslog file? Check the permissions on the > directories/files, sometimes if http server can not write temporary or > cahce files strange things happen. > Usage: SetPermissions.sh > [OTRS_GROUP] [WEB_GROUP]" > > > Kind regards, > > Frans Stekelenburg > NetDialog Service Center > > > > +31 30 789 3636 > www.netdialog.eu > > > > -Original Message- > > From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf > Of > > Rachid Zarouali > > Sent: vrijdag 24 april 2009 21:33 > > To: User questions and discussions about OTRS. > > Subject: Re: [otrs] customer can't see their ticket using thecustomer > > interface > > > > OK maybe i've misspelled, > > here is my case > > > > let say that my adress is : My Email > > i send an email to the OTRS system which respond at : > > my.o...@domain.com > > my email from : My Email is put in mycompany > > queue. > > > > my issue is , when i try to log using the customer interface using > > login : my.em...@domain.com > > pass: mypasswd > > > > i can't see my ticket in there :( > > > > the ticket seems to be associated with the right email because when i > > use the agent interface, > > i can zoom on my tickets and see all tickets linked to the customer : > > my.em...@domain.com > > > > i can also use the search interface and search for the customer : > > my.em...@domain.com and it gives me the list of all tickets associated > > with this email . > > > > am i clearer? :-) > > Rachid > > On Fri, Apr 24, 2009 at 12:41:24PM -0500, Jeremy Adams wrote: > > > By "redirected to ORTS" what do you mean? > > > > > > As I read your question it sounds like you have an email address, > say > > hel...@domain.com that your customers send their support requests to. > > The request is then forwareded to another address that ORTS scrapes > > with its mail script. > > > > > > If this is true then I think the issue is how the mail is forwarded. > > Because, if the above is true, all the email comes to otrs from the > > same address, that address is the customer. For OTRS to associate a > > ticket with a customer from the automated email script, the email > > address in the from field MUST match what is in the customers record, > > otherwise the tkt is assocated with an user that doesnt exist, e.g. > > OTRS, sort of, makes a fake user with only one piece of info in its > > record, that being the email address. > > > > > > I had a similar problem where some of our users have email addresses > > like abc1234 and others are an alias. As our LDAP doesnt have the > > alias only the username, some messages come in to a user like j.adams > > or jadams but not jla3114. > > > > > > > > > > > > Jeremy Adams > > > PC Support Specialist I > > > Cedar Valley College > > > 972.860.8086 > > > > > > > > > > > > > > > > > > > > > >>> Rachid Zarouali 04/24/09 10:55 AM >>> > > > hy all, > > > > > > i have a strange issue on OTRS, let me explain, > > > i have customers which send email to an adress which is redirected > to > > otrs. > > > i can see the email in the OTRS agent interface > > > the from in the email address is the same of the customer account > > > but when i try to log on the customer interface with the username > and > > password of the customer , i can't see tickets that have been created > > when he sends email t
Re: [otrs] customer can't see their ticket using thecustomer interface
Did you get my previous post? Did you check the queue<->group<-->user? Really interested to know for the ticket: - What CustomerID is shown in right-side column - Does it show Customer Info, and what fields? Does it show Username AND Email? - Ticket status Are you running Linux/Unix? Are there any error messages either in the Apache error_log, or otrs syslog file? Check the permissions on the directories/files, sometimes if http server can not write temporary or cahce files strange things happen. Usage: SetPermissions.sh [OTRS_GROUP] [WEB_GROUP]" Kind regards, Frans Stekelenburg NetDialog Service Center +31 30 789 3636 www.netdialog.eu > -Original Message- > From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of > Rachid Zarouali > Sent: vrijdag 24 april 2009 21:33 > To: User questions and discussions about OTRS. > Subject: Re: [otrs] customer can't see their ticket using thecustomer > interface > > OK maybe i've misspelled, > here is my case > > let say that my adress is : My Email > i send an email to the OTRS system which respond at : > my.o...@domain.com > my email from : My Email is put in mycompany > queue. > > my issue is , when i try to log using the customer interface using > login : my.em...@domain.com > pass: mypasswd > > i can't see my ticket in there :( > > the ticket seems to be associated with the right email because when i > use the agent interface, > i can zoom on my tickets and see all tickets linked to the customer : > my.em...@domain.com > > i can also use the search interface and search for the customer : > my.em...@domain.com and it gives me the list of all tickets associated > with this email . > > am i clearer? :-) > Rachid > On Fri, Apr 24, 2009 at 12:41:24PM -0500, Jeremy Adams wrote: > > By "redirected to ORTS" what do you mean? > > > > As I read your question it sounds like you have an email address, say > hel...@domain.com that your customers send their support requests to. > The request is then forwareded to another address that ORTS scrapes > with its mail script. > > > > If this is true then I think the issue is how the mail is forwarded. > Because, if the above is true, all the email comes to otrs from the > same address, that address is the customer. For OTRS to associate a > ticket with a customer from the automated email script, the email > address in the from field MUST match what is in the customers record, > otherwise the tkt is assocated with an user that doesnt exist, e.g. > OTRS, sort of, makes a fake user with only one piece of info in its > record, that being the email address. > > > > I had a similar problem where some of our users have email addresses > like abc1234 and others are an alias. As our LDAP doesnt have the > alias only the username, some messages come in to a user like j.adams > or jadams but not jla3114. > > > > > > > > Jeremy Adams > > PC Support Specialist I > > Cedar Valley College > > 972.860.8086 > > > > > > > > > > > > > > >>> Rachid Zarouali 04/24/09 10:55 AM >>> > > hy all, > > > > i have a strange issue on OTRS, let me explain, > > i have customers which send email to an adress which is redirected to > otrs. > > i can see the email in the OTRS agent interface > > the from in the email address is the same of the customer account > > but when i try to log on the customer interface with the username and > password of the customer , i can't see tickets that have been created > when he sends email to the OTRS system. > > > > anyone have a clue ? > > > > Rachid > > - > > 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 > > > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > > http://www.otrs.com/en/support/enterprise-subscription/ > > > > - > > 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 > > > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > > http://www.otrs.com/en/support/enterprise-subscription/ > - > 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 > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] customer can't see their ticket using thecustomer interface
Perhaps handy to turn this on, to have a (plain) option appearing after the article headers, to display the full headers of the e-mail/message: Ticket -> Frontend::Agent::Ticket::ViewZoom Ticket::Frontend::PlainView: YES (default: No) Show also in ZoomView the plain link for emails in article tree. Now we are there anyway, for who really cares, another option that is off by default, but so neat: Ticket::ZoomTimeDisplay: Displays the accounted time for an article in the ticket zoom view. gr, Frans > -Original Message- > From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of > Jeremy Adams > Sent: vrijdag 24 april 2009 19:41 > To: otrs@otrs.org > Subject: Re: [otrs] customer can't see their ticket using thecustomer > interface > > By "redirected to ORTS" what do you mean? > > As I read your question it sounds like you have an email address, say > hel...@domain.com that your customers send their support requests to. > The request is then forwareded to another address that ORTS scrapes > with its mail script. > > If this is true then I think the issue is how the mail is forwarded. > Because, if the above is true, all the email comes to otrs from the > same address, that address is the customer. For OTRS to associate a > ticket with a customer from the automated email script, the email > address in the from field MUST match what is in the customers record, > otherwise the tkt is assocated with an user that doesnt exist, e.g. > OTRS, sort of, makes a fake user with only one piece of info in its > record, that being the email address. > > I had a similar problem where some of our users have email addresses > like abc1234 and others are an alias. As our LDAP doesnt have the > alias only the username, some messages come in to a user like j.adams > or jadams but not jla3114. > > > > Jeremy Adams > PC Support Specialist I > Cedar Valley College > 972.860.8086 > > > > > > > >>> Rachid Zarouali 04/24/09 10:55 AM >>> > hy all, > > i have a strange issue on OTRS, let me explain, > i have customers which send email to an adress which is redirected to > otrs. > i can see the email in the OTRS agent interface > the from in the email address is the same of the customer account > but when i try to log on the customer interface with the username and > password of the customer , i can't see tickets that have been created > when he sends email to the OTRS system. > > anyone have a clue ? > > Rachid > - > 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 > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > > - > 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 > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
