Hi all, > Date: Wed, 23 Dec 2009 09:58:21 +0100 > From: Aron Rotteveel <[email protected]> > > The ideal situation would be as follows: > > - Customer sends email to supp...@ourcompany > - Within OTRS, the e-mailadress is crossreferenced with the customer > database > - If a match is found, the customer details are automatically set > > Even better would be: > > - Better support for companies in OTRS: one company can have more than > one user, each having different e-mailadresses. When a match is found, the > company data is also linked. > > Is any of the above possible? Thanks in advance.
that is exactly how OTRS works if the Customer Datasource (DB or LDAP) is connected and configured properly. If you have no "CustomerCompanySupport" enabled there is just the Contact linked to the Ticket, otherwise you can also see the Company details where the CompanyID is the same as when editing the CustomerContact. Keep in mind: CustomerKey = Contact person CustomerID = Company / Costcentre / Location ... anything what you can define around a single person. In some cases it can even makes sense to set the email address as CustomerID Nils Leideck -- Nils Leideck Senior Consultant [email protected] https://webint.cryptonode.de / a Fractal project
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