How to Set the customer based on the domain-part of the e-mail
Hi, First of all: OTRS is awesome ! Thanks for the great job... ;) My customers open tickets in OTRS only by e-mail. How can I set the customer (and customer ID) using the domain part of the e-mail ? What I need is to create a single user per customer and assign the tickets based on the domain: *@bar.com = customer bar Sorry if this was already answered, but I didn't find in any place. Best regards, Alexandre OTRS 2.3.4
On Wed, 11 Mar 2009, alexandre - aldeia digital wrote:
My customers open tickets in OTRS only by e-mail. How can I set the customer (and customer ID) using the domain part of the e-mail ?
What I need is to create a single user per customer and assign the tickets based on the domain:
*@bar.com = customer bar
OTRS by default sets the queue based on the To: address. However, you could write a Generic Agent that moved tickets into a different queue based on the From: address. 1. Admin 2. GenericAgent (under misc, far right) 3. Type a new name, click add 4. Select All minutes, hours, days under Schedule (will run every 10 minutes) 5. Under "Fulltext-Search" in the From field type "*@bar.com" 6. Under "New Queue" a ways down the page, select the new Queue it should go into. 7. Click Save There. Now as long as you have set up the cron jobs correctly, tickets matching that criteria will be moved into the Queue of your choice. Obviously, it might take 10 minutes after the ticket is created, but you can wait. --------------------------------------------------------------------------- Peter Beckman Internet Guy beckman@angryox.com http://www.angryox.com/ ---------------------------------------------------------------------------
Peter Beckman wrote:
On Wed, 11 Mar 2009, alexandre - aldeia digital wrote:
My customers open tickets in OTRS only by e-mail. How can I set the customer (and customer ID) using the domain part of the e-mail ?
What I need is to create a single user per customer and assign the tickets based on the domain:
*@bar.com = customer bar
OTRS by default sets the queue based on the To: address.
However, you could write a Generic Agent that moved tickets into a different queue based on the From: address.
1. Admin 2. GenericAgent (under misc, far right) 3. Type a new name, click add 4. Select All minutes, hours, days under Schedule (will run every 10 minutes) 5. Under "Fulltext-Search" in the From field type "*@bar.com" 6. Under "New Queue" a ways down the page, select the new Queue it should go into. 7. Click Save
There. Now as long as you have set up the cron jobs correctly, tickets matching that criteria will be moved into the Queue of your choice. Obviously, it might take 10 minutes after the ticket is created, but you can wait.
Hi Peter, Thanks for the tip and I use this for an another particular issue I have. But what I need is different: I have 5 queues and my customers open the tickets correctly: suport.salles@mydomain goes to SALLES suport.tech@mydomain goes to TECH This is OK and I use the Postmaster Mail Account via POP3 to send directly to the queue. But when the agent will answer the ticket, the CUSTOMER field is filled only if the sender e-mail is equal to an customer on the database. What I need is that ALL e-mail come from some customer have the customer field assigned to his company: Customer: Tux Ltd. Customer ID: tuxltd e-mail associated: admin@tux.com admin@tux.com, john@tux.com, *@tux.com = CUSTOMER FIELD : tuxltd Best regards, Alexandre
On Wed, 11 Mar 2009, alexandre - aldeia digital wrote:
Peter Beckman wrote:
On Wed, 11 Mar 2009, alexandre - aldeia digital wrote:
My customers open tickets in OTRS only by e-mail. How can I set the customer (and customer ID) using the domain part of the e-mail ?
What I need is to create a single user per customer and assign the tickets based on the domain:
*@bar.com = customer bar But when the agent will answer the ticket, the CUSTOMER field is filled only if the sender e-mail is equal to an customer on the database.
What I need is that ALL e-mail come from some customer have the customer field assigned to his company:
Customer: Tux Ltd. Customer ID: tuxltd e-mail associated: admin@tux.com
admin@tux.com, john@tux.com, *@tux.com = CUSTOMER FIELD : tuxltd
Same process, but instead of setting "New Queue" set "New Customer" and set the CustomerUser or CustomerID to whatever it is you want. Beckman --------------------------------------------------------------------------- Peter Beckman Internet Guy beckman@angryox.com http://www.angryox.com/ ---------------------------------------------------------------------------
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alexandre - aldeia digital -
Peter Beckman