I'm not really sure how you do it over otrs but there is usually a workaround. If you are using exchange server ; Probably you may have defined multiple smtp addresses , if not try adding the smtp nuno.miguel.neves@pkf.pt to the account that has nneves@pkf.pt as smtp as default as a secondary smtp address. or You can create another account without an e-mail address disabled then right click on the account associate it with an external mail account select your disabled created account. then define the nuno.miquel.neves@pfk.pt there and forward all mails to nneves@pkf.pt. The above examples looks like you are changing the way your accounts work. But if you can't find another way. It may probably help. How i do is ; All incidents are in a pool queue and customers assign the incidents from there and move the tickets to their own queue. That way a user can even send an email to otrsmailer@pkf.pt (i defined it under imap accounts and it checks and fetches mails and create an automatic ticket and move it to the pool queue. I just wrote the above sentence if someone is looking for such a solution also. Hope it helps. If not , you can add my msn : sarper@saridal.com i'll be glad if i can help to figure out the issue. Regards, Sarper On Mon, May 31, 2010 at 6:08 PM, Nuno Miguel da Cruz Neves < nuno.miguel.neves@pkf.pt> wrote:

Hello.

I am setting up OTRS against an Active Directory backend for customers.

The thing is, my AD username is my CustomerID, but, when sending emails, my email address is an alias. Is there a way I can specify multiple CustomerID for the same user?

I’ll try to write an example:

My AD username is nneves . So, my email address is nneves@pkf.pt

But I use an alias nuno.miguel.neves@pkf.pt

Is there a way I can say that if I receive an email with a request from nuno.miguel.neves@pkf.pt, it should stay in nneves@pkf.pt queue, so that when I login as a customer, I can see all my requests?

Thank you,

Nuno Miguel Neves

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