-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi! If the system receives a mail sent from an email address it does not know, it uses this address as the customer ID in all tables. a) If the sender was no customer but is registered in our customer database now, the OTRS does not re-assign the messages by itself (which is ok, I would not want it to magically move hundrets of old tickets to a new customer just because of reused email addresses...) but I also could not find an easy way to tell OTRS that user "abc@fastnet.example.com" is the same as user "1734" and the tickets should really be reassigned. Am I right that it'd suffice to update the tickets table and will I have to add the desired functionality to eg. the queue view myself? b) How to manage customers which send mails from different "From: " addresses? Is there any way to assign several eMail addresses to a single customer so OTRS can add the tickets with the correct customer IDs? Greetings, Gunter - -- +-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+ + http://aachen.uni-dsl.de/ - Der direkte Draht in's Hochschulnetz! + +-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+ Wie war das noch: Ist ihre Tochter hübsch oder muß sie nach Aachen? -- Angelique Presse zum Oecher Frauenmangel +-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+ + PGP-verschlüsselte Mails bevorzugt! + +-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+ -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.4 (GNU/Linux) iD8DBQFAdLra0ORHvREo8l8RArCMAJ9AvXFZV78glPUd3b92VI29KW2KtgCeJvMt NhVAXa2y2ba0RZaYWoC6QYQ= =QXmO -----END PGP SIGNATURE-----