New Ticket via e-mail is not assigned to customer

[michaelsteib]

Hello all

we have set up all customers and users in otrs database with their email addresses. However when one of those users sends now an email to OTRS which is imported via Imap. When I open this ticket than in OTRS it does not show me any information under customer information and the email address of the sender is shown in the field customer_id.

Does anybody know what I have to set up in OTRS to automatically match new tickets which were opened by email to the customer_user's?

Thanks already in advance.

Best regards
Michael

[reneeb]

Please double check if the mail address of the sender is the same as for the customer in the OTRS database. Check for whitespaces etc. Have you checked if there are messages in the system log?