pop3, LDAP and the from field

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HELP !! otrs doesn´t receive new...

Mike McGrath

6 Apr 2006 6 Apr '06

6:26 p.m.

When users send mail to the OTRS system, Everything gets created fine except OTRS doesn't know who the customer is. Is there a way to map this? Also after a ticket has been created and I change the customer ID on the ticket, the "from" field in the ticket doesn't seem to be updated. Anyone else have these issues? -Mike

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Nils Breunese (Lemonbit Internet)

6 Apr 6 Apr

6:34 p.m.

Mike McGrath wrote:

...

When users send mail to the OTRS system, Everything gets created fine except OTRS doesn't know who the customer is. Is there a way to map this? Also after a ticket has been created and I change the customer ID on the ticket, the "from" field in the ticket doesn't seem to be updated. Anyone else have these issues?

Create a customer with the e-mail address you got the ticket from and the desired customer ID. All tickets from that address will automatically be associated with that customer ID from then on. Nils Breunese.

Mike McGrath

6:46 p.m.

Nils Breunese (Lemonbit Internet) wrote:

...

Mike McGrath wrote:

...
When users send mail to the OTRS system, Everything gets created fine except OTRS doesn't know who the customer is. Is there a way to map this? Also after a ticket has been created and I change the customer ID on the ticket, the "from" field in the ticket doesn't seem to be updated. Anyone else have these issues?

Create a customer with the e-mail address you got the ticket from and the desired customer ID. All tickets from that address will automatically be associated with that customer ID from then on.

Nils Breunese. _ In my case all my customers are stored in an LDAP server, is it possible the from email address isn't matching up with whats in LDAP? For example in LDAP: MYuser@example.com And their email client is sending with a From of "My User "?

-Mike

Nils Breunese (Lemonbit Internet)

7 Apr 7 Apr

9:50 a.m.

Mike McGrath wrote:

...

In my case all my customers are stored in an LDAP server, is it possible the from email address isn't matching up with whats in LDAP? For example in LDAP: MYuser@example.com And their email client is sending with a From of "My User "?

I think I once read something about that LDAP is only used for authentication, so OTRS still needs to have the customer in its DB. I'm not using LDAP myself, so I don't really. Did you search the mailinglist archives/docs? Nils.

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Mike McGrath
Nils Breunese (Lemonbit Internet)