Re: [otrs] Is it possible to automatically link an email ticket

Hi, On 29.12.2009, at 21:11, Aron Rotteveel wrote: > One more question: how could I now link more than one e-mailaddress to a > customer? I see two options. 1. Just create two contacts with different email addresses but with the same CustomerID 2. insert email addresses for one contact just

Re: [otrs] Is it possible to automatically link an email ticket

Hi, It seems I was overlooking something after all; due to a misunderstanding, I used the tickets that were created prior to the customer import to check wether they were linking. Obviously, tickets seem to be linked when they are inserted in the database. It seems everything is working as intend

Re: [otrs] Is it possible to automatically link an email ticket

This is very strange. We have configured the emailaddresses correctly and have done no modding whatsoever. Perhaps it's time to do a fresh install some time. -- Best regards, Aron Rotteveel 2009/12/25 LQ Marshall > Considering that each installation we have links accounts out of the box... >

Re: [otrs] Is it possible to automatically link an email ticket

Considering that each installation we have links accounts out of the box... I'd agree you have a problem. The only thing I would know to check is to verify that you have email addresses configured in your customer users' accounts. This has always worked without issue on our installs. Might sug

Re: [otrs] Is it possible to automatically link an email ticket

If what you are saying is right, my OTRS setup must be incredibly broken. I have never experienced a single ticket being automatically linked to a customer in my customer database. Is there anything I might be overlooking? 2009/12/24 Nils Leideck - ITSM > HI, > > On 24.12.2009, at 11:43, Aron R

Re: [otrs] Is it possible to automatically link an email ticket

HI, On 24.12.2009, at 11:43, Aron Rotteveel wrote: > We do not use the customer login interface; as said, customers only send us > mail and we use OTRS to group everything together. > I am not sure what you mean by CustomerKey in this case? Can this be > retrieved from an email? actually I do

Re: [otrs] Is it possible to automatically link an email ticket

We do not use the customer login interface; as said, customers only send us mail and we use OTRS to group everything together. I am not sure what you mean by CustomerKey in this case? Can this be retrieved from an email? 2009/12/24 Nils Leideck - ITSM > Hi, > > On 24.12.2009, at 11:12, Aron Ro

Re: [otrs] Is it possible to automatically link an email ticket

Hi, On 24.12.2009, at 11:12, Aron Rotteveel wrote: > Username = company name Username should be a Username (e.g. CustomerKey), not the Companyname ?!?! > Customer number = internal customer number that is fine ... Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net nils.le

Re: [otrs] Is it possible to automatically link an email ticket

Hi, I must be misunderstanding something. Currently I have all my clients populated in the clients section (not the companies). I use the following data structure: - Username = company name - Customer number = internal customer number How would I have to populate these forms in order fo

Re: [otrs] Is it possible to automatically link an email ticket to a customer?

Hi Aron, I don't really understand your issue, by default incoming email is matched against your customer data sources, and the information will be linked to your tickets. Also, a customer company can have more customer users, of course. The only thing is that you will not be able to see a great d

Re: [otrs] Is it possible to automatically link an email ticket

Hi all, > Date: Wed, 23 Dec 2009 09:58:21 +0100 > From: Aron Rotteveel > > The ideal situation would be as follows: > > - Customer sends email to supp...@ourcompany > - Within OTRS, the e-mailadress is crossreferenced with the customer > database > - If a match is found, the customer de

Re: [otrs] Is it possible to automatically link an email ticket

s and discussions about OTRS. Subject: Re: [otrs] Is it possible to automatically link an email ticket That's not really an option. We have over 300 customers and incoming emails in over 1000 domains. 2009/12/23 Marco Vannini Additionally you should set X-OTRS-CustomerNo and set the cus

Re: [otrs] Is it possible to automatically link an email ticket

select: >>> Header 1: X-OTRS-Queue Value: Name of my queue >>> >>> Cheers, >>> >>> >>> Axel Christ >>> CrossConsense Ltd. & Co. KG >>> >>> --

Re: [otrs] Is it possible to automatically link an email ticket

t;> Header 1: X-OTRS-Queue Value: Name of my queue >> >> Cheers, >> >> >> Axel Christ >> CrossConsense Ltd. & Co. KG >> >> ------------------ >> >> Message: 1 >&

Re: [otrs] Is it possible to automatically link an email ticket

gt; Axel Christ > CrossConsense Ltd. & Co. KG > > -- > > Message: 1 > Date: Wed, 23 Dec 2009 09:58:21 +0100 > From: Aron Rotteveel > Subject: [otrs] Is it possible to automatically link an email ticket >to acustomer? > To: otrs > Message-ID

Re: [otrs] Is it possible to automatically link an email ticket

queue Cheers, Axel Christ CrossConsense Ltd. & Co. KG -- Message: 1 Date: Wed, 23 Dec 2009 09:58:21 +0100 From: Aron Rotteveel Subject: [otrs] Is it possible to automatically link an email ticket to acustomer

[otrs] Is it possible to automatically link an email ticket to a customer?

Hi, Currently, one of the biggest frustrations is the fact that tickets that are sent by e-mail are not automatically linked to a customer. We do not use the customer login interface, simply because we find e-mail much more convienient. The ideal situation would be as follows: - Customer sen