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...