How to set customer_user_id = email in new ticket

[roanselmi]

Hi to all.

Is there a way to create a new ticket ( via web as Phone Ticket, Email Ticket or Customer Ticket and/or via email) and let OTRS sets the customer_user_id = 'email' instead that = 'login', always ?

Roberto

[eandrex]

I think you need to change your Customer Backend

https://github.com/OTRS/otrs/blob/rel-3 ... s.pm#L1330

But note that by doing that, your current setup *might* behave strange (like missing tickets)... and in order to fix that, you woul have to update the tickets table to reflect your changes and modifying your database directly is not recommended, so befor doing anything, dont forget the backups!..and by the way, dont edit Default.pm .. just copy and paste what you need to edit in your Config.pm

[roanselmi]

Thanks, eandrex.

I'll take a look at your hint.

Roberto

[roanselmi]

Hi, eandrex.

I change the customerkey from 'login' to 'email' (in the customer backend section of Config.pm)

# customer unique id
CustomerKey => 'email',
# CustomerKey => 'login',

and before I try to create a new ticket as customer user, I restart apache, mysql and the otrs scheduler too.
But without success.

When I see directly in the 'ticket' table (otrs db) I find that my new ticket has in the 'customer_user_id' field the 'login' value (instead of the email as I wish).

Any other idea? Or I've missed something else?

Roberto

[eandrex]

Hi, You forgot to rebuild your config and just in case, delete cache(I had to do it in order to see the changes)

perl otrs.RebuildConfig.pl
perl otrs.DeleteCache.pl
perl otrs.SetPermissions.pl
service httpd restart graceful