Add customer from Email Case

[eugenes18t]

I was wondering if it is possible to auto register the customer when they open a case by sending an email.
I would love to have an auto reply every time a new customer sends in an email that provides them link to portal and a temp password.

[ashorlivs]

I'd love to have that, too. Tips anyone?

[crythias]

There is an autoresponder already, but sending a plain text password doesn't sound reasonable. Tickets can get created whether or not the person is in the database, but if you're not using DB method for user auth (at least partially), they won't be able to log in. AutoResponder for the queue can provide a link to the ticket. That's reasonably trivial, and the login screen can be used to "recover password" which is safer.

What will you employ to prevent spam?

Code: Select all

<OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>customer.pl?Action=CustomerZoom&TicketID=<OTRS_TICKET_TicketID>

[ashorlivs]

if you're not using DB method for user auth (at least partially)

I don't get that.
To me, OR the customer is registered, OR he isn't.
I don't understand what does "partially" refers to .

[eugenes18t]

That is a very good point

[eugenes18t]

if you're not using DB method for user auth (at least partially)

I don't get that.
To me, OR the customer is registered, OR he isn't.
I don't understand what does "partially" refers to .

I believe partial means is that email is on file already. Which means if the customer who sent in email navigates to the customer portal and puts in their email address and hits forgot password will get an email with a temp password to log in.

Not sure if there is much sense of doing this, as if I have the customer at the portal i would much rather have him go through full registration at this point to collect the extra data. it will still tie all cases open through email to that account.

[crythias]

I mean partially, as in, one of the up to 10 concurrent ways you can auth and/or list customers.

Specific example: Active Directory for Company A, Active Directory for Company B, Database for "other users".

[crythias]

Also, a customer doesn't have to be registered to submit a ticket *by default*. The default action of OTRS is to allow anyone who submits an email to create a ticket. Customer Authorization is not checked for new ticket submission by default.

[ashorlivs]

Fine, i have to make some tests now
OTRS looks great, hope it fits my company's needs.
Tests tests tests!