Re: [otrs] Email ticket integration question

Hi, On Thu, Aug 17, 2006 at 05:13:42PM +0200, jtown@eml.cc wrote:

On Thu, 17 Aug 2006 16:46:57 +0200, "Christian Schoepplein" said:

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On Wed, Aug 09, 2006 at 03:22:21PM +0200, jtown@eml.cc wrote:

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My users are now using the web interface to crate tickets and their login id is their email address. I'd like they also were able to use the email to create them, but I don't know if the system would recognize them and show them the email tickets in theirs customer web interface.

Do you mean your customer user or the agents who reply to tickets?

I mean a customer user: let's say you have a customer (created by itself using the customer web page) with id 'user@domain'. That user sends a mail to the ticket system from that address. Is that mail linked to the 'user@domain' account (so it appears in his/her ticket queue) or is considered as a new customer? I don't know if I've explained it very well, tell me if I don't.

You've explained it well :). A ticket is linked to a customer, if the email address where the ticket comes from and the mail address of the customer that is registered in OTRS are equal. regards, Christian -- ((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 1862 760 :: Fax: +49 (0) 9421 1862 769 http://www.otrs.com/ :: Communication with success!