Hi Marcus,
Marcus Hopwood schrieb:
Thanks Alex,
1. Our customers are companies - but of course we get support
requests from individuals. Obviously you can link them
together using
the same CustomerID but what would be great would be the ability to
select the customer from a drop down box when a ticket
comes in on order to set the CustomerID.
Think about this solution:
OTRS receives a mail from an individual within one of your
"customer companies". Normally, his mail-address is stored as
customer-user-login and customerID/customer#. You can remain
the mail-address as customer-user-login, but change the
customer# to a unique string for all individuals of his
company, e.g. company name.
So you have stored the individual himself, but also his
belonging to the customer company.
This change can be done automatically through PostmasterFilter, e.g.
define a filter which searches for mail-addresses
[EMAIL PROTECTED] (you could also use the mail-domain as
customer# if you just want to define one single postmaster filter).
Your individual contact persons within
This sounds like it work well for us (and actually be better than my idea of
a drop down box). Would this be done by setting a PostMaster Filter for
every customer or would it be possible to script it - for example with a
database that held Customer Name and mail-domain then a single filter that
said look up the mail domain in the db and update Customer# with the
corresponding Customer Name. If the latter were possible I'd probably be
prepared to pay for someone to develop it ...
I think you can set the customer-maildomain with just one Postmaster
Filter as Customer#.
Search for:
Header1: From Value: .+@(.+) Perhaps you have to mask the @ as \@
Set as:
Header1: X-OTRS-CustomerNo Value: [***]
I didn't ever try it - perhaps you have to modify it kindly.
If just the mail-domain isn't sufficient for you, you could
set @[***] and run a generic agent every x minutes searching for
customerno with ^@(.+) and replaces it with the proper company name
looked up in the db-table you described. This can be done by a
self-written GenericAgent-module.
Bye, Alex
p.s.
I never used customer-groups. Check out this stanard-feature of OTRS,
but I think it doesn't suit your needs.
Thanks again for your help.
Marcus
Your welcome, Alex
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