Hi there, You can map a ticket to a user, but that won´t solve your Problem. I don´t know if the "Agents" should get send mails into your OTRS System, when they have an Agent / User account where they can login and create any ticket in the queue they are assigned to. So if you realy need to send your tickets by mail, I think you´ll have to use customer user instead. Mit freundlichen Grüßen / Kind regards Markus Moj Technik TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: MMoj@TimoCom.com www.TimoCom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489 From: Alan McKay To: "User questions and discussions about OTRS." Date: 24.08.2009 21:14 Subject: [otrs] emailed tickets not being tied to user Sent by: otrs-bounces@otrs.org Hey folks, I am doing a "live customer trial" on my system by having a user this morning submit their request to IT into OTRS via email. I already have a user ID set up for that user, with their email address configured. And the email address on the incoming request is the same address. And the ticket got created properly and so forth, but it does not appear to have been created as being from her account. There is a "ghost" account (for lack of a better name) with the same email address. Recall that my users are all "Users" at that point and there are no "Customer Users" She goes into the web interface and does not see any ticket submitted by her. I go into ticket search and search "submitted by" and select her, but the ticket does not come up. Have I got something misconfigured? Or is this by design? Is there some way to make the system recognise that the email is from an address that is in the database, and is therefore from that user? thanks, -Alan -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food" --------------------------------------------------------------------- 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/