Hi, I must be misunderstanding something.
Currently I have all my clients populated in the clients section (not the companies). I use the following data structure: - Username = company name - Customer number = internal customer number How would I have to populate these forms in order for the below to work? 2009/12/24 Nils Leideck - ITSM <[email protected]> > 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 > > > > > > > --------------------------------------------------------------------- > 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 > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > -- Best regards Aron Rotteveel
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