I have a situation trying to setting OTRS 3.1.2, exactly with the customer:
We have the next configuration in our LDAP
rmijares@123.com ---> alias
ronna.mijares@123.com ----> mail
rmijares ----> login
So, if i sent a message from thunderbird, depends of my configuration, OTRS could receive 3 different options:
"rmijares@123.com" or "ronna.mijares@123.com" or "rmijares"
Because clients have possibility of setting their mail client.
In my OTRS I declared my CustomerID: mail, so, when I sent a message from "ronna.mijares@123.com", OTRS took my information as a client, but, if another client send his message from his thunderbird where he has his Name Account as "client1", OTRS received the email as a user that it doesn't know, because the CustomerId is "client1@123.com" not client1.
If I change this value in /Kernel/Config.pm
CustomerID => 'mail', for CustomerID => 'uid'
Is the same, because of, if I have to sent a message from webmail, my information would be "ronna.mijares@123.com", and OTRS doesn't know this client, it just know UID "rmijares".
I've been reading about this case in OTRS list, but, I just found one user where he want declare more than one email for one user, and this not my problem.
I added both var (mail and uid) for customerid, but i didn't get any result.
Automatically, this has produced me problems setting service for customer, because, when I try to choose the service I can't do it.
Any help?
Thanks...