On Wed, 11 Mar 2009, alexandre - aldeia digital wrote:
My customers open tickets in OTRS only by e-mail. How can I set the customer (and customer ID) using the domain part of the e-mail ?
What I need is to create a single user per customer and assign the tickets based on the domain:
*@bar.com = customer bar
OTRS by default sets the queue based on the To: address. However, you could write a Generic Agent that moved tickets into a different queue based on the From: address. 1. Admin 2. GenericAgent (under misc, far right) 3. Type a new name, click add 4. Select All minutes, hours, days under Schedule (will run every 10 minutes) 5. Under "Fulltext-Search" in the From field type "*@bar.com" 6. Under "New Queue" a ways down the page, select the new Queue it should go into. 7. Click Save There. Now as long as you have set up the cron jobs correctly, tickets matching that criteria will be moved into the Queue of your choice. Obviously, it might take 10 minutes after the ticket is created, but you can wait. --------------------------------------------------------------------------- Peter Beckman Internet Guy beckman@angryox.com http://www.angryox.com/ ---------------------------------------------------------------------------