Re: [otrs] Rv: Mail, alias, and login - As a unique client

Hi Cyrille, How do you change the customer in the ticket? Do you do that in the web interface or through data base? Thanks  ________________________________ De: Cyrille Bollu Para: otrs@otrs.org Enviado: Viernes, 30 de marzo, 2012 2:49 A.M. Asunto: Re: [otrs] Rv: Mail, alias, and login - As a unique client Yeah, we also spotted the problem. But haven't looked at a solution because manually changing the ticket's customer was ok for us. I wonder why declaring several emails for a customer wouldn't work? BR, Cyrille Le 27/03/2012 17:35, Jober Mijares a écrit : Hi! Any help? :s

----- Mensaje reenviado ----- De: Jober Mijares Para: User questions and discussions about OTRS. Enviado: Viernes, marzo 23, 2012 11:32 A.M. Asunto: [otrs] Mail, alias, and login - As a unique client

Hi folks

I have a situation trying to setting OTRS 3.1.2,

exactly with the customer:

We have the next configuration in our LDAP

rmijares@123.com ---> alias ronna.mijares@123.com ----> mail rmijares  ----> login

So, if i sent a message from thunderbird, depends of

my configuration, OTRS could receive 3 different options:

"rmijares@123.com" or "ronna.mijares@123.com" or "rmijares"

Because clients have possibility of setting their

mail client.

In my OTRS I declared my CustomerID: mail, so, when

I sent a message from "ronna.mijares@123.com", OTRS took my information as a client, but, if another client send his message from his thunderbird where he has his Name Account as "client1", OTRS received the email as a user that it doesn't know, because the CustomerId is "client1@123.com" not client1.

If I change this value in /Kernel/Config.pm CustomerID => 'mail', for CustomerID => 'uid'

Is the same, because of, if I have to sent a message

from webmail, my information would be "ronna.mijares@123.com", and OTRS doesn't know this client, it just know UID "rmijares".

I've been reading about this case in OTRS list, but,

I just found one user where he want declare more than one email for one user, and this not my problem.

I added both var (mail and uid) for customerid, but

i didn't get any result.

Automatically, this has produced me problems setting

service for customer, because, when I try to choose the service I can't do it.

Any help?

Thanks...

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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 -- Cyrille Bollu Belnet • ICT & Logistics Louizalaan 231 Avenue Louise Brussel 1050 Bruxelles België • Belgique T: +32 2 790 33 33 www.belnet.be --------------------------------------------------------------------- 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