Re: Can I mandatory control the queue in "new ticket" fo
Hello Martin! I have the following additional question to this problem: If an KNOWN customer send his mail to support@myname.de, is it possible to automatically assign this support-ticket to his account (because his Name and e-Mail-adress is under "Misc" -> "Customer User" wellknown to OTRS)? As far i have tested yet, the staff has to assign each support ticket manually to the right account. This is full of errors and is often forgotten. I think its important if customers sometime logging in via customer.pl and sometimes they are sending e-mails. If they are auto- assigned the customer find all tickets under customer.pl! Thank you for your help and answer Beste regards Gerhard Forster
Hi Gerhard, On Wed, Jul 23, 2003 at 07:55:28PM +0200, list@supratec.de wrote:
I have the following additional question to this problem:
If an KNOWN customer send his mail to support@myname.de, is it possible to automatically assign this support-ticket to his account (because his Name and e-Mail-adress is under "Misc" -> "Customer User" wellknown to OTRS)?
As far i have tested yet, the staff has to assign each support ticket manually to the right account.
This is full of errors and is often forgotten.
I think its important if customers sometime logging in via customer.pl and sometimes they are sending e-mails. If they are auto- assigned the customer find all tickets under customer.pl!
That's right. And it should work (setting customer_id based on the senders email address). It it's not working, create a bug report on http://bugs.otrs.org/ and we will fix it. ,-)
Gerhard Forster
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Perfection is our goal, excellence will be tolerated. -- J. Yahl
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Martin Edenhofer