Exactly James. Thanks and Best Regards, Muhammad El-Sergani. On Thu, Mar 31, 2011 at 9:22 PM, James Roman wrote:

Not sure this is exactly what the original poster is asking. I believe we have the same issue, but our customers may send mail from their corporate e-mail, an e-mail address that they are sub-contracted to or a personal address. Is there any way to associate all these alternate e-mail addresses into one customer login so they see their complete history?

On 03/31/2011 10:03 AM, Gerald Young wrote:

Email and customerIDs don't have to relate to each other. A CustomerID is, essentially, a tag, label, group, or folder. It might be an email address or a Company Name. Pick your analogy.

Read more here: http://forums.otrs.org/viewtopic.php?f=60&t=7531

On Thu, Mar 31, 2011 at 7:21 AM, Muhammad El-Sergani wrote:

...

Hi all,

In our case, we deal with customers, that may email us from one or more email address. i.e.: trouble tickets might be opened from emails abc@example.com, def@example.com and/or support@example.com, Example.com being the customer company.

Looking into the system, all three emails will have 3 separate CustomerIDs, and thus, will be dealt with as 3 different customers.

Could someone help shed some light please?

Best Regards, Muhammad El-Sergani.

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Thanks Michiel, I tried as the tut says and all went well, no issues. But I'm looking also for something else, if in anyway possible. I need this: When I create a new email ticket to a customer, the To, Cc and Bcc, be automatically populated with what I type. I mean, not only from the customers DB, but also from collected email addresses... is this possible? Thanks and Best Regards, Muhammad El-Sergani. On Fri, Apr 1, 2011 at 11:00 AM, Michiel Beijen wrote:

Hi James,

This might help:

http://wiki.otrs.org/index.php?title=Store_more_than_one_email_address_per_c...

Please note that you really would not need to modify the database, you could probably also simply store the extra email address in the customer's preferences.

-- Mike

On Thu, Mar 31, 2011 at 9:22 PM, James Roman wrote:

...

Not sure this is exactly what the original poster is asking. I believe we have the same issue, but our customers may send mail from their corporate e-mail, an e-mail address that they are sub-contracted to or a personal address. Is there any way to associate all these alternate e-mail addresses into one customer login so they see their complete history?

On 03/31/2011 10:03 AM, Gerald Young wrote:

Email and customerIDs don't have to relate to each other. A CustomerID is, essentially, a tag, label, group, or folder. It might be an email address or a Company Name. Pick your analogy. Read more here: http://forums.otrs.org/viewtopic.php?f=60&t=7531

On Thu, Mar 31, 2011 at 7:21 AM, Muhammad El-Sergani

wrote:

...

Hi all,

In our case, we deal with customers, that may email us from one or more email address. i.e.: trouble tickets might be opened from emails abc@example.com, def@example.com and/or support@example.com,

Example.com

...

being the customer company.

Looking into the system, all three emails will have 3 separate CustomerIDs, and thus, will be dealt with as 3 different customers.

Could someone help shed some light please?

Best Regards, Muhammad El-Sergani.

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