Hi,<div><br>Thanks for your reply. Sadly, this is not really an option for us.</div><div>We currently have one main queue for all of our support issues, which is quite useful, actually.</div><div><br></div><div>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.</div>
<div><br></div><div>Any ideas?</div><div><br></div><div>Thanks in advance.</div><div><br></div><div>-- <br>Best regards,<br><br>Aron Rotteveel</div><div><br><div class="gmail_quote">2009/12/23 Axel Christ <span dir="ltr">&lt;<a href="mailto:ach@crossconsense.de">ach@crossconsense.de</a>&gt;</span><br>
<blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex;">Aron,<br>
<br>
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:<br>
<br>
In the Match section select:<br>
Header 1: From             Value: (.*)@<a href="http://some-domain.com" target="_blank">some-domain.com</a><br>
<br>
In the Set section select:<br>
Header 1: X-OTRS-Queue     Value: Name of my queue<br>
<br>
Cheers,<br>
<br>
<br>
Axel Christ<br>
CrossConsense Ltd. &amp; Co. KG<br>
<br>
----------------------------------------------------------------------<br>
<br>
Message: 1<br>
Date: Wed, 23 Dec 2009 09:58:21 +0100<br>
From: Aron Rotteveel &lt;<a href="mailto:rotteveel.aron@gmail.com">rotteveel.aron@gmail.com</a>&gt;<br>
Subject: [otrs] Is it possible to automatically link an email ticket<br>
        to a    customer?<br>
To: otrs &lt;<a href="mailto:otrs@otrs.org">otrs@otrs.org</a>&gt;<br>
Message-ID:<br>
        &lt;<a href="mailto:c1eb7d910912230058g2f70abefid9918f28ecb8aeec@mail.gmail.com">c1eb7d910912230058g2f70abefid9918f28ecb8aeec@mail.gmail.com</a>&gt;<br>
Content-Type: text/plain; charset=&quot;iso-8859-1&quot;<br>
<br>
Hi,<br>
<br>
Currently, one of the biggest frustrations is the fact that tickets that are<br>
sent by e-mail are not automatically linked to a customer.<br>
We do not use the customer login interface, simply because we find e-mail<br>
much more convienient.<br>
<br>
The ideal situation would be as follows:<br>
<br>
<br>
   - Customer sends email to support@ourcompany<br>
   - Within OTRS, the e-mailadress is crossreferenced with the customer<br>
   database<br>
   - If a match is found, the customer details are automatically set<br>
<br>
Even better would be:<br>
<br>
<br>
   - Better support for companies in OTRS: one company can have more than<br>
   one user, each having different e-mailadresses. When a match is found, the<br>
   company data is also linked.<br>
<br>
<br>
Is any of the above possible? Thanks in advance.<br>
<br>
--<br>
Best regards,<br>
<br>
Aron Rotteveel<br>
<br>
<br>
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</blockquote></div><br><br>
</div>