Re: [otrs] emailed tickets not being tied to user

Alan, is there a reason you can't set them up as customer users? Thanks, Savitra Sirohi Nucsoft OSS labs http://www.osslabs.biz On 8/25/09, Alan McKay wrote:

On Tue, Aug 25, 2009 at 1:42 AM, wrote:

...

Hi there, You can map a ticket to a user, but that won´t solve your Problem. I don´t know if the "Agents" should get send mails into your OTRS System, when they have an Agent / User account where they can login and create any ticket in the queue they are assigned to. So if you realy need to send your tickets by mail, I think you´ll have to use customer user instead.

Ug. Well, I asked for input on this before rolling it out this way.

Yes, they can log in and create any ticket themselves, but requiring them to do that is the surest way for this system not to get accepted.

Is there no way to get it to recognise that the email came in from someone who is already in the database?

Is there nobody out there doing things this way? When I asked for input last week or the week before it sounded like there was.

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