View emaill tickets from customer web interface

[jobe]

Hello everybody,
is it possible, from customer web interface, to view all tickets, even ones opened by email? We are testing OTRS and tickets opened by email are correctly created in the correct queue, but the customer user, who has RW access to the queue can only see tickets opened from web interface.

[crythias]

Customers will see, in customer interface, "My Tickets", tickets that match their own login id and that are currently in a queue that is a member of the same group of which the customer is a member, directly and CustomerGroupsAlwaysGroups, if CustomerGroupSupport is enabled.

Customers will see, in customer interface, "Company Tickets", tickets that match their customer_id or customer_ids.

[jobe]

Hi crythias and thanks for your answer: I noticed that tickets opened by email have "customer_id" set to the mail address of the sender, so I found here in the forums how to set the same customer_id for every email received by our support mail address using "PostMaster Filter".
Here is what I set: Admin->PostMaster Filter-> Filter condition->check email header-> To: -> support-customerA@domain.com ; Set email headers->X-OTRS-CustomerNo->Set value->customerA

Now customer user can see tickets opened by mail from his web interface.

[crythias]

That's not the right answer. The right answer is that the email address of the customer user isn't matching the email of the customer account.

[jobe]

Hi crythias,
I think I am not getting it...Following your hint, in OTRS I set Customer User email address to match the email address that customers write to (support-customerA@domain.com) and disabled the PostMaster Filter previously created, but doing so in new tickets the customerID is again the email address of the sender of the email, not the customerID ("customerA").

In our environment all customers do not have an account in OTRS, they simply write an email to a single email address (support-customerA@domain.com). There is only one customer account given to customerA manager to track status of all the tickets opened by his colleagues.

Thanks for your support.

[crythias]

In our environment all customers do not have an account in OTRS

That's all you needed to say. Thus the problem, and the previous method you chose was the right one.