Edit CustomerID Afterwards

[piccolo5]

Hey guys.
I'm pretty new on OTRS but anyways, have to get it working like I "want" so I decided to ask here since you all are pro's to me
I've updated our test-servers for using customCompanies etc.
Now we want to update our live-server (3.0.9) to the latest version to add those customers into kinda "list".. This works fine with the new-ones that have been recently created and send us an email to support@comany123.com .

But what about the older ones? they can't be edited and listed so far. In the ticket they wrote is the email mentioned as the customerID but we want to kinda sort them into the list (like mrpeter@comany3.com -->customCompany: Company3 <OR> mrpeter (as username which has been added to the customerCompany).

Okay, the old tickets doesnt bother us anyway. Who cares what happened 2 years ago and was solved? But what if mrpeter@comany3.com writes an email right now and we'll add him (because we didn't know him untill yet) and he doesn't show up in our customCompany List?

is there any Way to edit old-tickets/data?

Thanks for reading so far and thanks for upcomming answers.
Sorry for beeing so newby

piccolo5

[crythias]

Use generic agent. Find customerid=emailaddress and update to customerid=company, login=username.

[piccolo5]

Use generic agent. Find customerid=emailaddress and update to customerid=company, login=username.

In my company it's normal that the customers do not log in. that means the customer send emails @ support@company.com and this will result otrs to "make" a ticket afaik (older staff made it back then).

[crythias]

what if mrpeter@comany3.com writes an email right now and we'll add him (because we didn't know him untill yet) and he doesn't show up in our customCompany List?

is there any Way to edit old-tickets/data?

You edit old tickets with Generic Agent. What else do you want to accomplish? You have to manually create users as they come in otherwise you might have lots of spam users. But if they're honestly your customers, you should already have a customer database somewhere.

[piccolo5]

what if mrpeter@comany3.com writes an email right now and we'll add him (because we didn't know him untill yet) and he doesn't show up in our customCompany List?

is there any Way to edit old-tickets/data?

You edit old tickets with Generic Agent. What else do you want to accomplish? You have to manually create users as they come in otherwise you might have lots of spam users. But if they're honestly your customers, you should already have a customer database somewhere.

So this would work? ok.. i'll give it a try.
Where can i find this setting? I'm in Administration>generic agent but cant find that "customerid=emailaddress" to change it :/

[crythias]

work? I don't know what you want to accomplish.

[piccolo5]

i try to explain it easier, i'm pretty bad in explaining :p

When some customer send us an email before we set him (because we dont know him yet, e.g. not mr.peter@company1.com. but sora@company1.com) as a customer is our problem: we can't set that Person as a customer (or at least the tickets made by the not-set email isnt listed in the customcompany..

hope this explains it better DD:

[crythias]

OK. If you don't know the person, you'll have to manually create him.

[piccolo5]

OK. If you don't know the person, you'll have to manually create him.

Yea thats clear. i meant, i can't edit the one who sent the email to us - can't change the customer ID. If i click on the customer ID, i can create a new one but can't set this one to one i previously created.

I hope, that you can see now what i mean:

[crythias]

If i click on the customer ID, i can create a new one but can't set this one to one i previously created.

In TicketZoom, click customer (Kunde). type the value(s) in the field(s).

[piccolo5]

If i click on the customer ID, i can create a new one but can't set this one to one i previously created.

In TicketZoom, click customer (Kunde). type the value(s) in the field(s).

This worked. Wonder how i was so blind
Thanks alot!