Hi Edson, On 01 Dec 2015, at 19:38, Edson Richter wrote:

We are working in the migration from FreshDesk to OTRS. One feature in FreshDesk is that Customers are tied to a "domain name" (example: @mycustomercompany.com), and then all tickets created from users in that domain become users for that customer. Is that possible in OTRS? How to implement this feature? I would like to avoid the maintenance required for customer's users.

First: Welcome to OTRS :-) I don’t have a out-of-the-box solution ready, but if you can create invoker and operations for the generic interface, you may listen to the TicketCreate event and create a new customer user record assigned to the right customer. You may also do this with a perl-only event module listening to the TicketCreate event. :-) -- Cheers, Nils

You don't actually need a 'customer user', unless that customer wants to log on to the OTRS system itself. For the purposes of raising a ticket and delivering support, the customer really doesn't need to logon and can do it all via email. In this situation, you don't need a customer user stored in the database at all. This means there is no need to create Customer Users at all, let the system handle that. For auto-grabbing the "domain name" as the CustomerID, look into a postmaster filter that grabs the domain portion of the FROM email address and assign that to X-OTRS-CUSTOMERID email header. Oh, and I think you have to make sure to turn on CustomerCompany in the config file to get this functionality to work properly. Cheers Rob. -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Edson Richter Sent: 01 December 2015 18:39 To: otrs@otrs.org Subject: [otrs] Automatic customer configuration Hi! We are working in the migration from FreshDesk to OTRS. One feature in FreshDesk is that Customers are tied to a "domain name" (example: @mycustomercompany.com), and then all tickets created from users in that domain become users for that customer. Is that possible in OTRS? How to implement this feature? I would like to avoid the maintenance required for customer's users. Thanks for any help, -- Atenciosamente, Edson Carlos Ericksson Richter --------------------------------------------------------------------- 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