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 [email protected] to the account that has [email protected] 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 [email protected] there and forward all mails to [email protected]. 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 [email protected] (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 : [email protected] 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 < [email protected]> 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 [email protected] > > > > But I use an alias [email protected] > > > > Is there a way I can say that if I receive an email with a request from > [email protected], it should stay in [email protected] queue, so that > when I login as a customer, I can see all my requests? > > > > Thank you, > > > > Nuno Miguel Neves > > *Partner* > > PKF Sistemas de Informação, S.A. > > Edificio Atrium Saldanha l Praça Duque de Saldanha, nº1 4º Piso H l > 1050-094 Lisboa l Portugal > > Tel: +351 213 182 720 l Fax: +351 213 146 114 l Tlm: + 351 964 803 152 > > email: [email protected] l http://www.pkf.pt > > > > > > A PKF – Sistemas de Informação,SA é membro da PKF International Limited, > uma associação de sociedades membro legalmente independentes, a qual não > aceita quaisquer responsabilidades pelos actos ou omissões de qualquer > sociedade ou sociedades membro. Uma qualquer sociedade membro não aceita > quaisquer responsabilidades pelos actos ou omissões de qualquer outra > sociedade ou sociedades membro. > > PKF – Sistemas de Informação,SA is a member of PKF International Limited, > an association of legally independent member firms which does not accept any > responsibility or liability for the actions or inactions on the part of any > individual member firm or firms. Individual member firms do not accept > responsibility or liability for actions or inactions on the part of any > other individual member firm or firms. > > > > Este e-mail pode conter informação privilegiada e confidencial. Se não é o > destinatário pretendido, não deve copiar ou distribuir este e-mail. Se > recebeu este e-mail por engano, por favor notifique imediatamente o > remetente. Deve certificar-se que este e-mail e os seus anexos não se > encontram infectados por vírus. O envio de e-mails não é um meio de > comunicação completamente seguro. Apelamos a que reconheça essa falta de > segurança e que tome todas as precauções necessárias quando comunicar > connosco via e-mail. > > A PKF reserva-se do direito de ler sem pré-aviso qualquer e-mail e > respectivos anexos que nos sejam enviados. > > This e-mail may contain privileged and confidential information. If you are > not the intended recipient, you must not copy or distribute it. If you have > received this e-mail in error, please notify the sender and delete the > e-mail immediately. You should ensure that this e-mail and any attachments > are virus free. E-mail is not a 100% secure communications medium. We advise > that you understand this lack of security and take any necessary measures > when e-mailing us. > We reserve the right to read any e-mail or attachment entering or leaving > our systems from any source without prior notice. > > > > --------------------------------------------------------------------- > 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/ >
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