Re: [otrs] customer can't see their ticket using the customer interface
Can you explain how you did this please ? :) Rachid On Fri, Apr 24, 2009 at 10:31:44PM +0200, Marco Vannini wrote: > In my cases I had to set X-OTRS-CustomerNo in the filters > > > > > On Fri, Apr 24, 2009 at 9:32 PM, Rachid Zarouali > wrote: > > > 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/ - 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 the customer interface
In my cases I had to set X-OTRS-CustomerNo in the filters On Fri, Apr 24, 2009 at 9:32 PM, Rachid Zarouali wrote: > 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 the customer 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/
Re: [otrs] customer can't see their ticket using the customer 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/
Re: [otrs] customer can't see their ticket using the customer interface
Rachid, Is the user/customer part of a 'group' that entitled to see cases in the Queue the case ends up? Sounds like customer can't see the queue. In [Queue] config, check the group belonging to it. Then check [Customer Users <-> Groups] to see if the customer has access. Further more, when you open the case in OTRS, does the Customer account and e-mail show up on the right side of the screen? gr, Frans > -Original Message- > From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of > Rachid Zarouali > Sent: vrijdag 24 april 2009 17:56 > To: otrs@otrs.org > Subject: [otrs] customer can't see their ticket using the customer > interface > > 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] customer can't see their ticket using the customer interface
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/
