Re: [otrs] customer can't see their ticket using thecustomer interface

26 Apr 2009

      Thanks to all of you, Frans you were Right,
que<->group<->user hasn't been set correctly,
i've made a test with one of my user and it seems to be working perfectly.

what i've done is :
in [ Customer Users <-> Groups Management ]
i've choosen the group my queue belongs to and set all my customers to have rw rights.

if i'm correct, customer can only see their own tickets
and having rw rights then also can answer using the customer interface,

am i right ?

Rachid

On Fri, Apr 24, 2009 at 11:14:35PM +0200, Frans Stekelenburg wrote:
...
Did you get my previous post? Did you check the queue<->group<-->user?
Really interested to know for the ticket:
- What CustomerID is shown in right-side column
- Does it show Customer Info, and what fields? Does it show Username AND
Email?
- Ticket status
Are you running Linux/Unix? Are there any error messages either in the
Apache error_log, or otrs syslog file? Check the permissions on the
directories/files, sometimes if http server can not write temporary or
cahce files strange things happen.
Usage: SetPermissions.sh   
[OTRS_GROUP] [WEB_GROUP]"
Kind regards,
Frans Stekelenburg
NetDialog Service Center
+31 30 789 3636
www.netdialog.eu
...
-----Original Message-----
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf
Of
Rachid Zarouali
Sent: vrijdag 24 april 2009 21:33
To: User questions and discussions about OTRS.
Subject: Re: [otrs] customer can't see their ticket using thecustomer
interface
OK maybe i've misspelled,
here is my case
let say that my adress is : My Email 
i send an email to the OTRS system which respond at :
my.otrs@domain.com
my email from : My Email  is put in mycompany
queue.
my issue is , when i try to log using the customer interface using
login : my.email@domain.com
pass: mypasswd
i can't see my ticket in there :(
the ticket seems to be associated with the right email because when i
use the agent interface,
i can zoom on my tickets and see all tickets linked to the customer :
my.email@domain.com
i can also use the search interface and search for the customer :
my.email@domain.com and it gives me the list of all tickets associated
with this email .
am i clearer? :-)
Rachid
On Fri, Apr 24, 2009 at 12:41:24PM -0500, Jeremy Adams wrote:
...
By "redirected to ORTS" what do you mean?
As I read your question it sounds like you have an email address,
say
helpme@domain.com that your customers send their support requests to.
The request is then forwareded to another address that ORTS scrapes
with its mail script.
If this is true then I think the issue is how the mail is forwarded.
Because, if the above is true, all the email comes to otrs from the
same address, that address is the customer.  For OTRS to associate a
ticket with a customer from the automated email script, the email
address in the from field MUST match what is in the customers record,
otherwise the tkt is assocated with an user that doesnt exist, e.g.
OTRS, sort of, makes a fake user with only one piece of info in its
record, that being the email address.
I had a similar problem where some of our users have email addresses
like abc1234 and others are an alias.  As our LDAP doesnt have the
alias only the username, some messages come in to a user like j.adams
or jadams but not jla3114.
Jeremy Adams
PC Support Specialist I
Cedar Valley College
972.860.8086
...
...
...
Rachid Zarouali  04/24/09 10:55 AM >>>
hy all,
i have a strange issue on OTRS, let me explain,
i have customers which send email to an adress which is redirected
to
otrs.
i can see the email in the OTRS agent interface
the from in the email address is the same of the customer account
but when i try to log on the customer interface with the username
and
password of the customer , i can't see tickets that have been created
when he sends email to the OTRS system.
anyone have a clue ?
Rachid

...
...
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