Email and customerIDs don't have to relate to each other. A CustomerID is, essentially, a tag, label, group, or folder. It might be an email address or a Company Name. Pick your analogy. 

Read more here: http://forums.otrs.org/viewtopic.php?f=60&t=7531


On Thu, Mar 31, 2011 at 7:21 AM, Muhammad El-Sergani <msergani@gmail.com> wrote:
Hi all,

In our case, we deal with customers, that may email us from one or more email address. i.e.: trouble tickets might be opened from emails abc@example.com, def@example.com and/or support@example.com, Example.com being the customer company.

Looking into the system, all three emails will have 3 separate CustomerIDs, and thus, will be dealt with as 3 different customers.

Could someone help shed some light please?

Best Regards,
Muhammad El-Sergani.


---------------------------------------------------------------------
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs