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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