Hi Nils,

First, thanks for your answer.

We're already using Customer Companies with CompanyTickets (users belonging to a Company are having all the same CustomerID that is the one of the CustomerCompany)
but the problem is already present because on the Customer Frontend, customers are logging in with their Username and so in the case described before the real physical customer user is having two distinct accounts in OTRS because of his different email address.

What I'm trying to achieve is to unify these two accounts simply by allocating two email adresses belonging to the user into a single OTRS customer account which will finally lead me to a single username for the customer on the Customer Frontend ...

I also need to check on OTRS source how the check for an existing Customer User is done for incoming email messages ( I think it's based on source email address from customer_user SQL table), maybe it would be possible to modify code to have it check on many new SQL email fields rather than only the email one ? Do you already know this please ?

Best regards,

Laurent



Le vendredi 10 août 2007 à 15:24 +0200, Nils Breunese (Lemonbit) a écrit : 
Laurent Minost wrote:

> I would like to have your ideas about this problem : is it possible  
> through any tricks or directly ( I doubt :o) ) to manage more than  
> one email address for a customer under OTRS ?
>
> We're currently managing a lot of tickets coming from different  
> companies and so on : many differents end-users belonging to these  
> companies.
> I noticed that a lot of these end users are having different domain- 
> aliased emails in such form :
>
> UserA1 (email = user1@domainA.com)
> UserA2 (email = user2@domainA.com)
> ...
>
> UserB1 (email = user1@domainB.com)
> ...
>
> If we check further we can notice that UserA1 and UserB1 are the  
> same one (same Company but with several domain names) but this user  
> is identified by OTRS as two differents users because of changing  
> of his email adress.
> So is it possible to add a multiple email address support to  
> Customer Users that would "solve" this problem because we will be  
> able to map all existing email addresses for a user to the real  
> OTRS customer ?
> If someone already do that or have some ideas on how to implement  
> this, I would be glad to have your points of view :o)

If you give users belonging to the same company the same CustomerID I  
believe your problem is solved. I know, it sounds a little strange to  
give multiple customers the same ID, but that's the way OTRS knows  
you want them to belong to the same company.

Nils Breunese.

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