connecting old tickets to new customer accounts

[GrendelS]

It’s not easy to find best practice info on OTRS. I was trying to find info about the following problem, so far to no avail:
We had customers sending in tickets without creating customer accounts for them. Thus, john@home.com would write an email, a ticket would be created and solved – over time, he’d have dozens of tickets, all of them successfully solved of course.
His customer number in the system would be john@home.com as he doesn't have a customer account. Now, we’re starting to use the web front end and for this aim we're creating customer accounts, and I thought that if I create an account for john@home.com he’d be able to login and see his former tickets. That’s not the case, unfortunately. I used his email address as customer number, but it’s not working (and of couse it's not working when I use a number as his customer number). I’m not even sure this is the way it should be done (i.e., usage of real customer numbers 1, 2, 3 etc.). How can we connect his new customer account with the tickets that were created for his email address in the past? Any help is greatly appreciated!

[crythias]

Take a look at an old ticket and find out what the system assigned him as a username. Then give John that username.
If it still doesn't work, John might be able to see the old tickets in "Company Tickets" if john's current login has a Customer ID that matches the old ticket. "Company Tickets" was designed to allow people with the same "Customer ID" to see each other's tickets.

If you John has created new tickets after logging in, Generic Agent can be used to assign the old tickets with the new information if there are lots of tickets to change.

[Wolfgangf]

I think this should be no problem as long as the e-mail address stays the same

if not: I think you could update the tickets via SQL

Code: Select all

update ticket set customer_id = x where customer_id = y