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 intended now.
One more question: how could I now link more than one e-mailaddress to a
customer?
--
Best regards,
Aron Rotteveel
2009/12/24 Nils Leideck - ITSM
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 not understand your problem.
You have Customer Contacts setup in your OTRS Database, right? Then they have an email address assigned, right?
If you receive an email, the FROM emailaddress is compared with entries in the OTRS Database. Once there is a match, OTRS does save the CustomerKey (Username) and CustomerID (whatever) in the ticket table, nothing else. If then a ticket is opened (ViewZoom) OTRS does dispkay all information from the OTRS CustomerDB table that belongs to the CustomerKey.
If there is NO match, OTRS does save the emailaddress in CustomerKey and CustomerID in the ticket table, then you do not have a link to your OTRS Datasource and therefor you will not see and Customer Contact details nor any Customer Company details.
Have you aver looked into Defaults.pm how the standard Customer Datasource is configured?
Nils Leideck
-- Nils Leideck Senior Consultant
nils.leideck@leidex.net nils.leideck@otrs.com
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