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?