Thanks Alex,
1. Our customers are companies - but of course we get support requests from individuals. Obviously you can link them together using the same CustomerID but what would be great would be the ability to select the customer from a drop down box when a ticket comes in on order to set the CustomerID.
Think about this solution: OTRS receives a mail from an individual within one of your "customer companies". Normally, his mail-address is stored as customer-user-login and customerID/customer#. You can remain the mail-address as customer-user-login, but change the customer# to a unique string for all individuals of his company, e.g. company name. So you have stored the individual himself, but also his belonging to the customer company. This change can be done automatically through PostmasterFilter, e.g. define a filter which searches for mail-addresses .*@your-customer.com (you could also use the mail-domain as customer# if you just want to define one single postmaster filter).
Your individual contact persons within
This sounds like it work well for us (and actually be better than my idea of a drop down box). Would this be done by setting a PostMaster Filter for every customer or would it be possible to script it - for example with a database that held Customer Name and mail-domain then a single filter that said look up the mail domain in the db and update Customer# with the corresponding Customer Name. If the latter were possible I'd probably be prepared to pay for someone to develop it ... Thanks again for your help. Marcus