Mail, alias, and login - As a unique client - otrs

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Mail, alias, and login - As a unique client

Jober Mijares

23 Mar 2012 23 Mar '12

4:02 p.m.

Hi folks I have a situation trying to setting OTRS 3.1.2, exactly with the customer: We have the next configuration in our LDAP rmijares@123.com ---> alias ronna.mijares@123.com ----> mail rmijares ----> login So, if i sent a message from thunderbird, depends of my configuration, OTRS could receive 3 different options: "rmijares@123.com" or "ronna.mijares@123.com" or "rmijares" Because clients have possibility of setting their mail client. In my OTRS I declared my CustomerID: mail, so, when I sent a message from "ronna.mijares@123.com", OTRS took my information as a client, but, if another client send his message from his thunderbird where he has his Name Account as "client1", OTRS received the email as a user that it doesn't know, because the CustomerId is "client1@123.com" not client1. If I change this value in /Kernel/Config.pm CustomerID => 'mail', for CustomerID => 'uid' Is the same, because of, if I have to sent a message from webmail, my information would be "ronna.mijares@123.com", and OTRS doesn't know this client, it just know UID "rmijares". I've been reading about this case in OTRS list, but, I just found one user where he want declare more than one email for one user, and this not my problem. I added both var (mail and uid) for customerid, but i didn't get any result. Automatically, this has produced me problems setting service for customer, because, when I try to choose the service I can't do it. Any help? Thanks...

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Jober Mijares

27 Mar 27 Mar

3:35 p.m.

New subject: Rv: Mail, alias, and login - As a unique client

Hi! Any help? :s ----- Mensaje reenviado ----- De: Jober Mijares Para: User questions and discussions about OTRS. Enviado: Viernes, marzo 23, 2012 11:32 A.M. Asunto: [otrs] Mail, alias, and login - As a unique client Hi folks I have a situation trying to setting OTRS 3.1.2, exactly with the customer: We have the next configuration in our LDAP rmijares@123.com ---> alias ronna.mijares@123.com ----> mail rmijares ----> login So, if i sent a message from thunderbird, depends of my configuration, OTRS could receive 3 different options: "rmijares@123.com" or "ronna.mijares@123.com" or "rmijares" Because clients have possibility of setting their mail client. In my OTRS I declared my CustomerID: mail, so, when I sent a message from "ronna.mijares@123.com", OTRS took my information as a client, but, if another client send his message from his thunderbird where he has his Name Account as "client1", OTRS received the email as a user that it doesn't know, because the CustomerId is "client1@123.com" not client1. If I change this value in /Kernel/Config.pm CustomerID => 'mail', for CustomerID => 'uid' Is the same, because of, if I have to sent a message from webmail, my information would be "ronna.mijares@123.com", and OTRS doesn't know this client, it just know UID "rmijares". I've been reading about this case in OTRS list, but, I just found one user where he want declare more than one email for one user, and this not my problem. I added both var (mail and uid) for customerid, but i didn't get any result. Automatically, this has produced me problems setting service for customer, because, when I try to choose the service I can't do it. Any help? Thanks... --------------------------------------------------------------------- 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

Cyrille Bollu

30 Mar 30 Mar

7:19 a.m.

New subject: Rv: Mail, alias, and login - As a unique client

Yeah, we also spotted the problem. But haven't looked at a solution because manually changing the ticket's customer was ok for us. I wonder why declaring several emails for a customer wouldn't work? BR, Cyrille Le 27/03/2012 17:35, Jober Mijares a écrit :

...

Hi! Any help? :s

----- Mensaje reenviado ----- *De:* Jober Mijares *Para:* User questions and discussions about OTRS. *Enviado:* Viernes, marzo 23, 2012 11:32 A.M. *Asunto:* [otrs] Mail, alias, and login - As a unique client

Hi folks

I have a situation trying to setting OTRS 3.1.2, exactly with the customer:

We have the next configuration in our LDAP

rmijares@123.com ---> alias ronna.mijares@123.com ----> mail rmijares ----> login

So, if i sent a message from thunderbird, depends of my configuration, OTRS could receive 3 different options:

"rmijares@123.com" or "ronna.mijares@123.com" or "rmijares"

Because clients have possibility of setting their mail client.

In my OTRS I declared my CustomerID: mail, so, when I sent a message from "ronna.mijares@123.com", OTRS took my information as a client, but, if another client send his message from his thunderbird where he has his Name Account as "client1", OTRS received the email as a user that it doesn't know, because the CustomerId is "client1@123.com" not client1.

If I change this value in /Kernel/Config.pm CustomerID => 'mail', for CustomerID => 'uid'

Is the same, because of, if I have to sent a message from webmail, my information would be "ronna.mijares@123.com", and OTRS doesn't know this client, it just know UID "rmijares".

I've been reading about this case in OTRS list, but, I just found one user where he want declare more than one email for one user, and this not my problem.

I added both var (mail and uid) for customerid, but i didn't get any result.

Automatically, this has produced me problems setting service for customer, because, when I try to choose the service I can't do it.

Any help?

Thanks...

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-- *Cyrille Bollu * Belnet . ICT & Logistics Louizalaan 231 Avenue Louise Brussel 1050 Bruxelles België . Belgique T: +32 2 790 33 33 *www.belnet.be http://www.belnet.be*

Jober Mijares

3:17 p.m.

New subject: Rv: Mail, alias, and login - As a unique client

Hi Cyrille, How do you change the customer in the ticket? Do you do that in the web interface or through data base? Thanks ________________________________ De: Cyrille Bollu Para: otrs@otrs.org Enviado: Viernes, 30 de marzo, 2012 2:49 A.M. Asunto: Re: [otrs] Rv: Mail, alias, and login - As a unique client Yeah, we also spotted the problem. But haven't looked at a solution because manually changing the ticket's customer was ok for us. I wonder why declaring several emails for a customer wouldn't work? BR, Cyrille Le 27/03/2012 17:35, Jober Mijares a écrit : Hi! Any help? :s

...

----- Mensaje reenviado ----- De: Jober Mijares Para: User questions and discussions about OTRS. Enviado: Viernes, marzo 23, 2012 11:32 A.M. Asunto: [otrs] Mail, alias, and login - As a unique client

Hi folks

I have a situation trying to setting OTRS 3.1.2,

exactly with the customer:

...

We have the next configuration in our LDAP

rmijares@123.com ---> alias ronna.mijares@123.com ----> mail rmijares ----> login

So, if i sent a message from thunderbird, depends of

my configuration, OTRS could receive 3 different options:

...

"rmijares@123.com" or "ronna.mijares@123.com" or "rmijares"

Because clients have possibility of setting their

mail client.

...

In my OTRS I declared my CustomerID: mail, so, when

I sent a message from "ronna.mijares@123.com", OTRS took my information as a client, but, if another client send his message from his thunderbird where he has his Name Account as "client1", OTRS received the email as a user that it doesn't know, because the CustomerId is "client1@123.com" not client1.

...

If I change this value in /Kernel/Config.pm CustomerID => 'mail', for CustomerID => 'uid'

Is the same, because of, if I have to sent a message

from webmail, my information would be "ronna.mijares@123.com", and OTRS doesn't know this client, it just know UID "rmijares".

...

I've been reading about this case in OTRS list, but,

I just found one user where he want declare more than one email for one user, and this not my problem.

...

I added both var (mail and uid) for customerid, but

i didn't get any result.

...

Automatically, this has produced me problems setting

service for customer, because, when I try to choose the service I can't do it.

...

Any help?

Thanks...

--------------------------------------------------------------------- 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

---------------------------------------------------------------------

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 -- Cyrille Bollu Belnet • ICT & Logistics Louizalaan 231 Avenue Louise Brussel 1050 Bruxelles België • Belgique T: +32 2 790 33 33 www.belnet.be --------------------------------------------------------------------- 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

Cyrille Bollu

2 Apr 2 Apr

8:16 a.m.

New subject: Rv: Mail, alias, and login - As a unique client

Via the web interface. I guess there's a plugin for email-based commands support though. BR, Cyrille Le 30/03/2012 17:17, Jober Mijares a écrit :

...

Hi Cyrille,

How do you change the customer in the ticket?

Do you do that in the web interface or through data base?

Thanks

------------------------------------------------------------------------ *De:* Cyrille Bollu *Para:* otrs@otrs.org *Enviado:* Viernes, 30 de marzo, 2012 2:49 A.M. *Asunto:* Re: [otrs] Rv: Mail, alias, and login - As a unique client

Yeah, we also spotted the problem.

But haven't looked at a solution because manually changing the ticket's customer was ok for us.

I wonder why declaring several emails for a customer wouldn't work?

BR,

Cyrille

Le 27/03/2012 17:35, Jober Mijares a écrit :

...
Hi! Any help? :s

----- Mensaje reenviado ----- *De:* Jober Mijares mailto:ronnamijares@yahoo.com *Para:* User questions and discussions about OTRS. mailto:otrs@otrs.org *Enviado:* Viernes, marzo 23, 2012 11:32 A.M. *Asunto:* [otrs] Mail, alias, and login - As a unique client

Hi folks

I have a situation trying to setting OTRS 3.1.2, exactly with the customer:

We have the next configuration in our LDAP

rmijares@123.com mailto:rmijares@123.com ---> alias ronna.mijares@123.com mailto:ronna.mijares@123.com ----> mail rmijares ----> login

So, if i sent a message from thunderbird, depends of my configuration, OTRS could receive 3 different options:

"rmijares@123.com" mailto:rmijares@123.com or "ronna.mijares@123.com" mailto:ronna.mijares@123.com or "rmijares"

Because clients have possibility of setting their mail client.

In my OTRS I declared my CustomerID: mail, so, when I sent a message from "ronna.mijares@123.com" mailto:ronna.mijares@123.com, OTRS took my information as a client, but, if another client send his message from his thunderbird where he has his Name Account as "client1", OTRS received the email as a user that it doesn't know, because the CustomerId is "client1@123.com" mailto:client1@123.com not client1.

If I change this value in /Kernel/Config.pm CustomerID => 'mail', for CustomerID => 'uid'

Is the same, because of, if I have to sent a message from webmail, my information would be "ronna.mijares@123.com" mailto:ronna.mijares@123.com, and OTRS doesn't know this client, it just know UID "rmijares".

I've been reading about this case in OTRS list, but, I just found one user where he want declare more than one email for one user, and this not my problem.

I added both var (mail and uid) for customerid, but i didn't get any result.

Automatically, this has produced me problems setting service for customer, because, when I try to choose the service I can't do it.

Any help?

Thanks...

--------------------------------------------------------------------- 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

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--

*Cyrille Bollu * Belnet . ICT & Logistics Louizalaan 231 Avenue Louise Brussel 1050 Bruxelles België . Belgique T: +32 2 790 33 33 *www.belnet.be http://www.belnet.be*

--------------------------------------------------------------------- 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

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-- *Cyrille Bollu * Belnet . ICT & Logistics Louizalaan 231 Avenue Louise Brussel 1050 Bruxelles België . Belgique T: +32 2 790 33 33 *www.belnet.be http://www.belnet.be*

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Cyrille Bollu
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