Handling Customers w/ multiple emails...?
We've been using email addresses as customer IDs, which frequently leads to duplicate CustomerIDs for the same person if they have multiple email addresses. I see that this is a common issue, with a "bug" report filed: http://bugs.otrs.org/show_bug.cgi?id=3770 The bug includes a comment that: "a 'dirty' solution could be to store the userid and e-mail address in a new database and have the postmaster search field use that table. This is of course not optimal. " I'm willing to live with a sub-optimal solution, but I have no idea what this comments means :-) Can anyone elaborate? Thanks, Mike Morris The Music Place 1617 Willowhurst Avenue San Jose, CA 95125 (408) 445-ARTS (2787) ------------------------------------ Your Random Quote: I have never been so well pleased, as when I could shift power from my own, on[to] the sholders of others; nor have I ever been able to conceive how any rational being could propose happiness to himself from the exercise of power over others. - Thomas Jefferson, January 26, 1811, letter to Monsieur Destutt de Tracy ------------------------------------
Hi Mike,
We've been using email addresses as customer IDs, which frequently leads to duplicate CustomerIDs for the same person if they have multiple email addresses.
I see that this is a common issue, with a "bug" report filed: http://bugs.otrs.org/show_bug.cgi?id=3770
The bug includes a comment that: "a 'dirty' solution could be to store the userid and e-mail address in a new database and have the postmaster search field use that table. This is of course not optimal. "
actually there's might be a quite simple solution for this, even though you might consider it as a workaround too. But at least not that dirty :-): (1) create additional table columns (e.g. via SQL-Box in Admin area): ALTER TABLE customer_user ADD COLUMN email_ext00 varchar(300); ALTER TABLE customer_user ADD COLUMN email_ext01 varchar(300); (2) add new columns to customer backend configuration in Config.pm: (2a) Edit the customer backend definition related to the data source for table "customer_data". Just add following rows to the Map-array (e.g. directly below the definition for the default email-field): [ 'UserEmail0', 'Further Email', 'email_ext00', 1, 0, 'var', '', 0 ], [ 'UserEmail1', 'Further Email', 'email_ext01', 1, 0, 'var', '', 0 ], (2b) add new table columns as postmaster-search columns CustomerUserPostMasterSearchFields => ['email', 'email_ext00', 'email_ext01'], (3) If applicable, extend customeruser-import-export mappings in the ImportExport backend. This approach does not ensure that "further email" addresses are unique, but it allows to add more than one customer email and assign the correct customer user to a newly created ticket avoiding multiple entries for the same customer user in your data base. regards, Torsten Thau -- ** Besuchen Sie uns auf dem LinuxTag in Berlin ** ** vom 9. - 12. Juni, Stand 110 in Halle 7.2A** Torsten Thau, Dipl. Inform. c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz phone: +49 371 5347 623 cell: +49 176 66 680 680 personal pgp-key: 0x93E0A174 fax: +49 371 5347 625 http://www.cape-it.de
participants (2)
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Mike Morris -
Torsten Thau