Hello, Could yo please share how you managed to resolve it? 2008/11/18 Sam Ami

OK customerID issue resolved...

---------- Forwarded message ---------- From: Sam Ami Date: Tue, Nov 18, 2008 at 11:00 AM Subject: otrs raw queue and customer "company tickets" To: otrs@otrs.org

So the problem is that if a user (all users have LDAP accounts) emails into the OTRS, the OTRS customerID is set as there email address.

If the same user uses the customer interface, the customerID is set to 513 (the users LDAP primary group ID), so all users logging into the customer interface will get a customerID od 513.

Is there any way to make this work so emailing into the OTRS "and" setting tickets via the customer interface all end up in the customer interface "company tickets" view ?

---------- Forwarded message ---------- From: Sam Ami Date: Mon, Nov 17, 2008 at 11:12 AM Subject: otrs raw queue and customer "company tickets" To: otrs@otrs.org

hi all

we are moving away from a email only otrs setup for customer to the full customer web interface.

is there any way to integrate the raw queue if customers decide to email a request with there "company tickets" view ?

currently, if a customer emails a request into the otrs, the request is not visible in there "company tickets"

any suggestions ? _______________________________________________ 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