Patrick Schiess wrote:
does anyone know, if under otrs it is possible to assign multiple email addresses to one customer? the idea behind this question is, that most of our customers have different email addresses that they finally use to get into contact with us... and it is a must feature, that otrs can handle multiple emailaddresses and assign it automatically to the same customer. i actually have already a external backend db which contais all the email addresses and the customer id and everything that is needed... the problem is now, that when i try to open a phone ticket and i am searching e.g. for a customer with the id = 1000, then otrs just gives me the first entry in the backend db and not a drop down menu with all possible email addresses associated to that customer. do you know, if there is a way to configure otrs to handle is kind of request? or how do you handle this problem... i can’t imagine that i am the only one that has multiple email addresses in use for one customer... ;-)
If a customer uses multiple email addresses, we have multiple customers with the same name and CustomerID in our database. Not ideal, but it works. You can search for the customer name and choose the one with the address you want to send your message to. Nils Breunese.