That’s quite strange, I could swear that my install automatically populates the customer details using the from: address as the lookup key.

From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Aron Rotteveel
Sent: Wednesday, 23 December 2009 10:03 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Is it possible to automatically link an email ticket

That's not really an option. We have over 300 customers and incoming emails in over 1000 domains.

2009/12/23 Marco Vannini <marco.vannini@gmail.com>

Additionally you should set X-OTRS-CustomerNo and set the customerid in the value for the solution proposed by Axel, otherwise, if you tell customer to use the customer web interface, customer data is automagically linked with the login...

HTH

On Wed, Dec 23, 2009 at 11:40 AM, Aron Rotteveel <rotteveel.aron@gmail.com> wrote:

Hi,

Thanks for your reply. Sadly, this is not really an option for us.

We currently have one main queue for all of our support issues, which is quite useful, actually.

It would be more convienient if the customer data was automatically linked. This seems like quite a basic feature for a customer support system and I am surprised it is not even included in OTRS.

Any ideas?

Thanks in advance.

--
Best regards,

Aron Rotteveel

2009/12/23 Axel Christ <ach@crossconsense.de>

Aron,

what you could do is use the PostMaster Filter. At least for getting all mails from one company into one queue there is an easy way:

In the Match section select:
Header 1: From Value: (.*)@some-domain.com

In the Set section select:
Header 1: X-OTRS-Queue Value: Name of my queue

Cheers,

Axel Christ
CrossConsense Ltd. & Co. KG

----------------------------------------------------------------------

Message: 1
Date: Wed, 23 Dec 2009 09:58:21 +0100
From: Aron Rotteveel <rotteveel.aron@gmail.com>
Subject: [otrs] Is it possible to automatically link an email ticket
to a customer?
To: otrs <otrs@otrs.org>
Message-ID:
<c1eb7d910912230058g2f70abefid9918f28ecb8aeec@mail.gmail.com>
Content-Type: text/plain; charset="iso-8859-1"

Hi,

Currently, one of the biggest frustrations is the fact that tickets that are
sent by e-mail are not automatically linked to a customer.
We do not use the customer login interface, simply because we find e-mail
much more convienient.

The ideal situation would be as follows:

- Customer sends email to support@ourcompany
- Within OTRS, the e-mailadress is crossreferenced with the customer
database
- If a match is found, the customer details are automatically set

Even better would be:

- Better support for companies in OTRS: one company can have more than
one user, each having different e-mailadresses. When a match is found, the
company data is also linked.

Is any of the above possible? Thanks in advance.

--
Best regards,

Aron Rotteveel

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Met vriendelijke groet,

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