[SOLVED]Does login have to be an email address?

[hmmmm3]

So I'm not new to otrs, but I recently realized I have a problem.

The customers in my system have logins that are NOT their email address. Im converting over from another help desk system in which the logins are a combination of their name and location. I am using the OTRS database, and NOT an external or LDAP implementation.

When I receive a new ticket email from a customer, it is not automatically assigned to them. The ticket zoom shows the login as the email address, but the other customer info is blank. When I created a customer that used an email for their login, everything worked as expected.

So, what do I need to do for this to work using a login that is NOT the email address? I am NOT using an external database.

Thank you.

[crythias]

it should work as long as the customer's email address matches email field.

[hmmmm3]

I dont need to change in Config.pm:

CustomerKey => 'login' => to CustomerKey => 'email'.........nothing?

I dont need to modify or create a postmaster filter or alter the headers?

[crythias]

If you're interested, look at
Kernel/System/PostMaster/NewTicket.pm

look for "take CustomerID from customer backend lookup or from from field"

thereabouts.

Code: Select all

            my %List = $Self->{CustomerUserObject}->CustomerSearch(
                PostMasterSearch => lc( $GetParam{EmailFrom} ),
            );

CustomerSearch is in Kernel/System/CustomerUser.pm (actually, offloads to CustomerUser/DB.pm or CustomerUser/LDAP.pm based upon backend)
PostmasterSearch:

Code: Select all

    elsif ( $Param{PostMasterSearch} ) {
        if ( $Self->{CustomerUserMap}->{CustomerUserPostMasterSearchFields} ) {
            my $SQLExt = '';
            for my $Field ( @{ $Self->{CustomerUserMap}->{CustomerUserPostMasterSearchFields} } ) { #
                if ($SQLExt) {
                    $SQLExt .= ' OR ';
                }
                my $PostMasterSearch = $Self->{DBObject}->Quote( $Param{PostMasterSearch}, 'Like' );
                if ( $Self->{CaseSensitive} ) {
                    $SQLExt .= " $Field LIKE '$PostMasterSearch' $LikeEscapeString ";
                }
                else {
                    $SQLExt .= " LOWER($Field) LIKE LOWER('$PostMasterSearch') $LikeEscapeString ";
                }
            }
            $SQL .= $SQLExt;
        }
    }

default (in Defaults.pm):

Code: Select all

        CustomerUserPostMasterSearchFields => ['email'],

[hmmmm3]

Okay, i got it.

This was totally my fault. i had written some custom code that restricted what was returned in the search results, based on the user that was searching. So after I modified the call into Kernel/System/PostMaster/NewTicket.pm ...$Self->{CustomerUserObject}->CustomerSearch(....
and it worked as expected.

Thank you for the insight.