Re: [otrs] Is it possible to automatically link an email ticket

Axel Christ

23 Dec 2009 23 Dec '09

10:36 a.m.

Aron, 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: In the Match section select: Header 1: From Value: (.*)@some-domain.com In the Set section select: Header 1: X-OTRS-Queue Value: Name of my queue Cheers, Axel Christ CrossConsense Ltd. & Co. KG ---------------------------------------------------------------------- Message: 1 Date: Wed, 23 Dec 2009 09:58:21 +0100 From: Aron Rotteveel Subject: [otrs] Is it possible to automatically link an email ticket to a customer? To: otrs Message-ID: Content-Type: text/plain; charset="iso-8859-1" Hi, Currently, one of the biggest frustrations is the fact that tickets that are sent by e-mail are not automatically linked to a customer. We do not use the customer login interface, simply because we find e-mail much more convienient. The ideal situation would be as follows: - Customer sends email to support@ourcompany - Within OTRS, the e-mailadress is crossreferenced with the customer database - If a match is found, the customer details are automatically set Even better would be: - Better support for companies in OTRS: one company can have more than one user, each having different e-mailadresses. When a match is found, the company data is also linked. Is any of the above possible? Thanks in advance. -- Best regards, Aron Rotteveel __________ Hinweis von ESET NOD32 Antivirus, Signaturdatenbank-Version 4711 (20091223) __________ E-Mail wurde gepr?ft mit ESET NOD32 Antivirus. http://www.eset.com

Show replies by date

Aron Rotteveel

23 Dec 23 Dec

10:40 a.m.

New subject: Is it possible to automatically link an email ticket

Hi, Thanks for your reply. Sadly, this is not really an option for us. We currently have one main queue for all of our support issues, which is quite useful, actually. 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. Any ideas? Thanks in advance. -- Best regards, Aron Rotteveel 2009/12/23 Axel Christ

...

Aron,

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:

In the Match section select: Header 1: From Value: (.*)@some-domain.com

In the Set section select: Header 1: X-OTRS-Queue Value: Name of my queue

Cheers,

Axel Christ CrossConsense Ltd. & Co. KG

----------------------------------------------------------------------

Message: 1 Date: Wed, 23 Dec 2009 09:58:21 +0100 From: Aron Rotteveel Subject: [otrs] Is it possible to automatically link an email ticket to a customer? To: otrs Message-ID: Content-Type: text/plain; charset="iso-8859-1"

Hi,

Currently, one of the biggest frustrations is the fact that tickets that are sent by e-mail are not automatically linked to a customer. We do not use the customer login interface, simply because we find e-mail much more convienient.

The ideal situation would be as follows:

- Customer sends email to support@ourcompany - Within OTRS, the e-mailadress is crossreferenced with the customer database - If a match is found, the customer details are automatically set

Even better would be:

- Better support for companies in OTRS: one company can have more than one user, each having different e-mailadresses. When a match is found, the company data is also linked.

Is any of the above possible? Thanks in advance.

-- Best regards,

Aron Rotteveel

__________ Hinweis von ESET NOD32 Antivirus, Signaturdatenbank-Version 4711 (20091223) __________

E-Mail wurde gepr?ft mit ESET NOD32 Antivirus.

http://www.eset.com

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Marco Vannini

10:50 a.m.

New subject: Is it possible to automatically link an email ticket

Additionally you should set X-OTRS-CustomerNo and set the customerid in the value for the solution proposed by Axel, otherwise, if you tell customer to use the customer web interface, customer data is automagically linked with the login... HTH MV On Wed, Dec 23, 2009 at 11:40 AM, Aron Rotteveel wrote:

...

Hi,

Thanks for your reply. Sadly, this is not really an option for us. We currently have one main queue for all of our support issues, which is quite useful, actually.

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.

Any ideas?

Thanks in advance.

-- Best regards,

Aron Rotteveel

2009/12/23 Axel Christ

...
Aron,

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:

In the Match section select: Header 1: From Value: (.*)@some-domain.com

In the Set section select: Header 1: X-OTRS-Queue Value: Name of my queue

Cheers,

Axel Christ CrossConsense Ltd. & Co. KG

----------------------------------------------------------------------

Message: 1 Date: Wed, 23 Dec 2009 09:58:21 +0100 From: Aron Rotteveel Subject: [otrs] Is it possible to automatically link an email ticket to a customer? To: otrs Message-ID: Content-Type: text/plain; charset="iso-8859-1"

Hi,

Currently, one of the biggest frustrations is the fact that tickets that are sent by e-mail are not automatically linked to a customer. We do not use the customer login interface, simply because we find e-mail much more convienient.

The ideal situation would be as follows:

- Customer sends email to support@ourcompany - Within OTRS, the e-mailadress is crossreferenced with the customer database - If a match is found, the customer details are automatically set

Even better would be:

- Better support for companies in OTRS: one company can have more than one user, each having different e-mailadresses. When a match is found, the company data is also linked.

Is any of the above possible? Thanks in advance.

-- Best regards,

Aron Rotteveel

__________ Hinweis von ESET NOD32 Antivirus, Signaturdatenbank-Version 4711 (20091223) __________

E-Mail wurde gepr?ft mit ESET NOD32 Antivirus.

http://www.eset.com

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Aron Rotteveel

11:03 a.m.

New subject: Is it possible to automatically link an email ticket

That's not really an option. We have over 300 customers and incoming emails in over 1000 domains. 2009/12/23 Marco Vannini

...

Additionally you should set X-OTRS-CustomerNo and set the customerid in the value for the solution proposed by Axel, otherwise, if you tell customer to use the customer web interface, customer data is automagically linked with the login...

HTH

MV

On Wed, Dec 23, 2009 at 11:40 AM, Aron Rotteveel
...
wrote:

...
Hi,

Thanks for your reply. Sadly, this is not really an option for us. We currently have one main queue for all of our support issues, which is quite useful, actually.

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.

Any ideas?

Thanks in advance.

-- Best regards,

Aron Rotteveel

2009/12/23 Axel Christ

...
Aron,

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:

In the Match section select: Header 1: From Value: (.*)@some-domain.com

In the Set section select: Header 1: X-OTRS-Queue Value: Name of my queue

Cheers,

Axel Christ CrossConsense Ltd. & Co. KG

----------------------------------------------------------------------

Message: 1 Date: Wed, 23 Dec 2009 09:58:21 +0100 From: Aron Rotteveel Subject: [otrs] Is it possible to automatically link an email ticket to a customer? To: otrs Message-ID: Content-Type: text/plain; charset="iso-8859-1"

Hi,

Currently, one of the biggest frustrations is the fact that tickets that are sent by e-mail are not automatically linked to a customer. We do not use the customer login interface, simply because we find e-mail much more convienient.

The ideal situation would be as follows:

- Customer sends email to support@ourcompany - Within OTRS, the e-mailadress is crossreferenced with the customer database - If a match is found, the customer details are automatically set

Even better would be:

- Better support for companies in OTRS: one company can have more than one user, each having different e-mailadresses. When a match is found, the company data is also linked.

Is any of the above possible? Thanks in advance.

-- Best regards,

Aron Rotteveel

__________ Hinweis von ESET NOD32 Antivirus, Signaturdatenbank-Version 4711 (20091223) __________

E-Mail wurde gepr?ft mit ESET NOD32 Antivirus.

http://www.eset.com

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-- Met vriendelijke groet, Aron Rotteveel

James Morgan

10:46 p.m.

New subject: Is it possible to automatically link an email ticket

That's quite strange, I could swear that my install automatically populates the customer details using the from: address as the lookup key. From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Aron Rotteveel Sent: Wednesday, 23 December 2009 10:03 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Is it possible to automatically link an email ticket That's not really an option. We have over 300 customers and incoming emails in over 1000 domains. 2009/12/23 Marco Vannini Additionally you should set X-OTRS-CustomerNo and set the customerid in the value for the solution proposed by Axel, otherwise, if you tell customer to use the customer web interface, customer data is automagically linked with the login... HTH MV On Wed, Dec 23, 2009 at 11:40 AM, Aron Rotteveel wrote: Hi, Thanks for your reply. Sadly, this is not really an option for us. We currently have one main queue for all of our support issues, which is quite useful, actually. 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. Any ideas? Thanks in advance. -- Best regards, Aron Rotteveel 2009/12/23 Axel Christ Aron, 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: In the Match section select: Header 1: From Value: (.*)@some-domain.com In the Set section select: Header 1: X-OTRS-Queue Value: Name of my queue Cheers, Axel Christ CrossConsense Ltd. & Co. KG ---------------------------------------------------------------------- Message: 1 Date: Wed, 23 Dec 2009 09:58:21 +0100 From: Aron Rotteveel Subject: [otrs] Is it possible to automatically link an email ticket to a customer? To: otrs Message-ID: Content-Type: text/plain; charset="iso-8859-1" Hi, Currently, one of the biggest frustrations is the fact that tickets that are sent by e-mail are not automatically linked to a customer. We do not use the customer login interface, simply because we find e-mail much more convienient. The ideal situation would be as follows: - Customer sends email to support@ourcompany - Within OTRS, the e-mailadress is crossreferenced with the customer database - If a match is found, the customer details are automatically set Even better would be: - Better support for companies in OTRS: one company can have more than one user, each having different e-mailadresses. When a match is found, the company data is also linked. Is any of the above possible? Thanks in advance. -- Best regards, Aron Rotteveel __________ Hinweis von ESET NOD32 Antivirus, Signaturdatenbank-Version 4711 (20091223) __________ E-Mail wurde gepr?ft mit ESET NOD32 Antivirus. http://www.eset.com --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ -- Met vriendelijke groet, Aron Rotteveel

Nils Leideck - ITSM

11:19 p.m.

New subject: Is it possible to automatically link an email ticket

Hi all,

...

Date: Wed, 23 Dec 2009 09:58:21 +0100 From: Aron Rotteveel

The ideal situation would be as follows:

- Customer sends email to support@ourcompany - Within OTRS, the e-mailadress is crossreferenced with the customer database - If a match is found, the customer details are automatically set

Even better would be:

- Better support for companies in OTRS: one company can have more than one user, each having different e-mailadresses. When a match is found, the company data is also linked.

Is any of the above possible? Thanks in advance.

that is exactly how OTRS works if the Customer Datasource (DB or LDAP) is connected and configured properly. If you have no "CustomerCompanySupport" enabled there is just the Contact linked to the Ticket, otherwise you can also see the Company details where the CompanyID is the same as when editing the CustomerContact. Keep in mind: CustomerKey = Contact person CustomerID = Company / Costcentre / Location ... anything what you can define around a single person. In some cases it can even makes sense to set the email address as CustomerID Nils Leideck -- Nils Leideck Senior Consultant nils.leideck@leidex.net https://webint.cryptonode.de / a Fractal project

Aron Rotteveel

24 Dec 24 Dec

10:12 a.m.

New subject: Is it possible to automatically link an email ticket

Hi, I must be misunderstanding something. Currently I have all my clients populated in the clients section (not the companies). I use the following data structure: - Username = company name - Customer number = internal customer number How would I have to populate these forms in order for the below to work? 2009/12/24 Nils Leideck - ITSM

...

Hi all,

Date: Wed, 23 Dec 2009 09:58:21 +0100 From: Aron Rotteveel

The ideal situation would be as follows:

- Customer sends email to support@ourcompany - Within OTRS, the e-mailadress is crossreferenced with the customer database - If a match is found, the customer details are automatically set

Even better would be:

- Better support for companies in OTRS: one company can have more than one user, each having different e-mailadresses. When a match is found, the company data is also linked.

Is any of the above possible? Thanks in advance.

that is exactly how OTRS works if the Customer Datasource (DB or LDAP) is connected and configured properly.

If you have no "CustomerCompanySupport" enabled there is just the Contact linked to the Ticket, otherwise you can also see the Company details where the CompanyID is the same as when editing the CustomerContact.

Keep in mind:

CustomerKey = Contact person CustomerID = Company / Costcentre / Location ... anything what you can define around a single person.

In some cases it can even makes sense to set the email address as CustomerID

Nils Leideck

-- Nils Leideck Senior Consultant nils.leideck@leidex.net

https://webint.cryptonode.de / a Fractal project

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-- Best regards Aron Rotteveel

Nils Leideck - ITSM

10:35 a.m.

New subject: Is it possible to automatically link an email ticket

Hi, On 24.12.2009, at 11:12, Aron Rotteveel wrote:

...

Username = company name Username should be a Username (e.g. CustomerKey), not the Companyname ?!?! Customer number = internal customer number

that is fine ... Nils Leideck -- Nils Leideck Senior Consultant nils.leideck@leidex.net nils.leideck@otrs.com http://webint.cryptonode.de / a Fractal project CU @ CeBIT 2010 in Hannover, Germany and get to know more about OTRS at booth no. C37 in hall 2 from March 2-6, 2010!

Aron Rotteveel

10:43 a.m.

New subject: Is it possible to automatically link an email ticket

We do not use the customer login interface; as said, customers only send us mail and we use OTRS to group everything together. I am not sure what you mean by CustomerKey in this case? Can this be retrieved from an email? 2009/12/24 Nils Leideck - ITSM

...

Hi,

On 24.12.2009, at 11:12, Aron Rotteveel wrote:

- Username = company name

Username should be a Username (e.g. CustomerKey), not the Companyname ?!?!

- Customer number = internal customer number

that is fine ...

Nils Leideck

-- Nils Leideck Senior Consultant

nils.leideck@leidex.net nils.leideck@otrs.com

http://webint.cryptonode.de / a Fractal project

CU @ CeBIT 2010 in Hannoverhttp://www.otrs.com/en/news-and-press/news-details/article/otrs-auf-der-cebi..., Germany and get to know more about OTRS at booth no. C37 in hall 2 from March 2-6, 2010!

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-- Met vriendelijke groet, Aron Rotteveel

Nils Leideck - ITSM

3:25 p.m.

New subject: Is it possible to automatically link an email ticket

HI, On 24.12.2009, at 11:43, Aron Rotteveel wrote:

...

We do not use the customer login interface; as said, customers only send us mail and we use OTRS to group everything together. I am not sure what you mean by CustomerKey in this case? Can this be retrieved from an email?

actually I do not understand your problem. You have Customer Contacts setup in your OTRS Database, right? Then they have an email address assigned, right? If you receive an email, the FROM emailaddress is compared with entries in the OTRS Database. Once there is a match, OTRS does save the CustomerKey (Username) and CustomerID (whatever) in the ticket table, nothing else. If then a ticket is opened (ViewZoom) OTRS does dispkay all information from the OTRS CustomerDB table that belongs to the CustomerKey. If there is NO match, OTRS does save the emailaddress in CustomerKey and CustomerID in the ticket table, then you do not have a link to your OTRS Datasource and therefor you will not see and Customer Contact details nor any Customer Company details. Have you aver looked into Defaults.pm how the standard Customer Datasource is configured? Nils Leideck -- Nils Leideck Senior Consultant nils.leideck@leidex.net nils.leideck@otrs.com http://webint.cryptonode.de / a Fractal project CU @ CeBIT 2010 in Hannover, Germany and get to know more about OTRS at booth no. C37 in hall 2 from March 2-6, 2010!

Aron Rotteveel

25 Dec 25 Dec

2:18 p.m.

New subject: Is it possible to automatically link an email ticket

If what you are saying is right, my OTRS setup must be incredibly broken. I have never experienced a single ticket being automatically linked to a customer in my customer database. Is there anything I might be overlooking? 2009/12/24 Nils Leideck - ITSM

...

HI,

On 24.12.2009, at 11:43, Aron Rotteveel wrote:

We do not use the customer login interface; as said, customers only send us mail and we use OTRS to group everything together. I am not sure what you mean by CustomerKey in this case? Can this be retrieved from an email?

actually I do not understand your problem.

You have Customer Contacts setup in your OTRS Database, right? Then they have an email address assigned, right?

If you receive an email, the FROM emailaddress is compared with entries in the OTRS Database. Once there is a match, OTRS does save the CustomerKey (Username) and CustomerID (whatever) in the ticket table, nothing else. If then a ticket is opened (ViewZoom) OTRS does dispkay all information from the OTRS CustomerDB table that belongs to the CustomerKey.

If there is NO match, OTRS does save the emailaddress in CustomerKey and CustomerID in the ticket table, then you do not have a link to your OTRS Datasource and therefor you will not see and Customer Contact details nor any Customer Company details.

Have you aver looked into Defaults.pm how the standard Customer Datasource is configured?

Nils Leideck

-- Nils Leideck Senior Consultant

nils.leideck@leidex.net nils.leideck@otrs.com

http://webint.cryptonode.de / a Fractal project

CU @ CeBIT 2010 in Hannoverhttp://www.otrs.com/en/news-and-press/news-details/article/otrs-auf-der-cebi..., Germany and get to know more about OTRS at booth no. C37 in hall 2 from March 2-6, 2010!

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-- Met vriendelijke groet, Aron Rotteveel

LQ Marshall

8:36 p.m.

New subject: Is it possible to automatically link an email ticket

Considering that each installation we have links accounts out of the box... I'd agree you have a problem. The only thing I would know to check is to verify that you have email addresses configured in your customer users' accounts. This has always worked without issue on our installs. Might suggest you look at the mods you may have done. (sorry, for the top post. Mobile device doesn't bottom post well. Merry Christmas, LQ - Sent from my Palm Pre Aron Rotteveel wrote: If what you are saying is right, my OTRS setup must be incredibly broken. I have never experienced a single ticket being automatically linked to a customer in my customer database.Is there anything I might be overlooking?

Aron Rotteveel

26 Dec 26 Dec

8:17 a.m.

New subject: Is it possible to automatically link an email ticket

This is very strange. We have configured the emailaddresses correctly and have done no modding whatsoever. Perhaps it's time to do a fresh install some time. -- Best regards, Aron Rotteveel 2009/12/25 LQ Marshall

...

Considering that each installation we have links accounts out of the box... I'd agree you have a problem.

The only thing I would know to check is to verify that you have email addresses configured in your customer users' accounts. This has always worked without issue on our installs.

Might suggest you look at the mods you may have done.

(sorry, for the top post. Mobile device doesn't bottom post well.

Merry Christmas, LQ

- Sent from my Palm Pre

------------------------------ Aron Rotteveel wrote:

If what you are saying is right, my OTRS setup must be incredibly broken.

I have never experienced a single ticket being automatically linked to a customer in my customer database. Is there anything I might be overlooking?

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Aron Rotteveel

29 Dec 29 Dec

8:11 p.m.

New subject: Is it possible to automatically link an email ticket

Hi, It seems I was overlooking something after all; due to a misunderstanding, I used the tickets that were created prior to the customer import to check wether they were linking. Obviously, tickets seem to be linked when they are inserted in the database. It seems everything is working as intended now. One more question: how could I now link more than one e-mailaddress to a customer? -- Best regards, Aron Rotteveel 2009/12/24 Nils Leideck - ITSM

...

HI,

On 24.12.2009, at 11:43, Aron Rotteveel wrote:

We do not use the customer login interface; as said, customers only send us mail and we use OTRS to group everything together. I am not sure what you mean by CustomerKey in this case? Can this be retrieved from an email?

actually I do not understand your problem.

You have Customer Contacts setup in your OTRS Database, right? Then they have an email address assigned, right?

If you receive an email, the FROM emailaddress is compared with entries in the OTRS Database. Once there is a match, OTRS does save the CustomerKey (Username) and CustomerID (whatever) in the ticket table, nothing else. If then a ticket is opened (ViewZoom) OTRS does dispkay all information from the OTRS CustomerDB table that belongs to the CustomerKey.

If there is NO match, OTRS does save the emailaddress in CustomerKey and CustomerID in the ticket table, then you do not have a link to your OTRS Datasource and therefor you will not see and Customer Contact details nor any Customer Company details.

Have you aver looked into Defaults.pm how the standard Customer Datasource is configured?

Nils Leideck

-- Nils Leideck Senior Consultant

nils.leideck@leidex.net nils.leideck@otrs.com

http://webint.cryptonode.de / a Fractal project

CU @ CeBIT 2010 in Hannoverhttp://www.otrs.com/en/news-and-press/news-details/article/otrs-auf-der-cebi..., Germany and get to know more about OTRS at booth no. C37 in hall 2 from March 2-6, 2010!

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Nils Leideck - ITSM

10:14 p.m.

New subject: Is it possible to automatically link an email ticket

Hi, On 29.12.2009, at 21:11, Aron Rotteveel wrote:

...

One more question: how could I now link more than one e-mailaddress to a customer?

I see two options. 1. Just create two contacts with different email addresses but with the same CustomerID 2. insert email addresses for one contact just seperated by comma. OTRS does search with a "LIKE" sql satement. Nils Leideck -- Nils Leideck Senior Consultant nils.leideck@leidex.net nils.leideck@otrs.com http://webint.cryptonode.de / a Fractal project CU @ CeBIT 2010 in Hannover, Germany and get to know more about OTRS at booth no. C37 in hall 2 from March 2-6, 2010!

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participants (6)

Aron Rotteveel
Axel Christ
James Morgan
LQ Marshall
Marco Vannini
Nils Leideck - ITSM