New email ticket comes in, user details not populated

[mitel2011]

When OTRS receives an incoming email from a user (sent to suport@company.com) it successfully creates a ticket and replies to the end user which an acknowledgement email.

The problem we have is that it only the CustomerID field is picked up by OTRS (identified from the users email address).

But the other fields are not populated. Our support team have to go into the ticket, re-type the email address or CustomerID, and then the rest of the data populates.

Is this by design, or a configuration error?

[jojo]

configuration error.

otrs does need to search for the postmaster in the coerrect firelds of the customer database

[mitel2011]

Would there be an obvious place in the configuration that we have wrong?

The details are picked up when you look through the list of users, they all have their name, job title etc as desired.

Just when a new email comes in that their details aren't populated.

It sounds like it may just be a small thing to fix, i'll look through the config.pm file, but if anybody has some insight that could save us time than that would be great.

[jojo]

please post your customer DB declaration from Config.pm

[mitel2011]

I have pasted the Customer DB section of the config file below.

Code: Select all

#CustomerUser
    # (customer user database backend and settings)
    $Self->{CustomerUser} = {
        Name   => 'Database Backend',
        Module => 'Kernel::System::CustomerUser::DB',
        Params => {
            # if you want to use an external database, add the
            # required settings
#            DSN => 'DBI:odbc:yourdsn',
            DSN => 'DBI:Sybase:database=***;host=***;port=***',
            User => '***',
            Password => '***',
            Table => '***',
        },

        # customer uniq id
        CustomerKey => 'CustomerID',

        # customer #
        CustomerID             => 'CustomerID',
        CustomerValid          => 'Active',
        CustomerUserListFields => [ 'Forename', 'Surname', 'Email' ],

#        CustomerUserListFields => ['login', 'first_name', 'last_name', 'customer_id', 'email'],
        CustomerUserSearchFields           => [ 'CustomerID', 'Forename', 'Surname', 'Email'],
        CustomerUserSearchPrefix           => '*',
        CustomerUserSearchSuffix           => '*',
        CustomerUserSearchListLimit        => 250,
        CustomerUserPostMasterSearchFields => ['Email'],
        CustomerUserNameFields     => [ 'Forename', 'Surname' ],
        CustomerUserEmailUniqCheck => 1,

#        # show not own tickets in customer panel, CompanyTickets
#        CustomerUserExcludePrimaryCustomerID => 0,
#        # generate auto logins
#        AutoLoginCreation => 0,
#        # generate auto login prefix
#        AutoLoginCreationPrefix => 'auto',
#        # admin can change customer preferences
#        AdminSetPreferences => 1,
#        # use customer company support (reference to company, See CustomerCompany settings)
#        CustomerCompanySupport => 1,
#        # cache time to life in sec. - cache any database queris
#        CacheTTL => 0,
#        # just a read only source
#        ReadOnly => 1,
        Map => [

            # note: Login, Email and CustomerID needed!
            # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly, http-link-target
            
            [ 'UserFirstname',  'Firstname',  'Forename', 1, 1, 'var', '', 1 ],
            [ 'UserLastname',   'Lastname',   'Surname',  1, 1, 'var', '', 1 ],
            [ 'UserLogin',      'NT Login',   'NTLogin',      1, 1, 'var', '', 1 ],
            [ 'UserEmail',      'Email',      'Email',      1, 1, 'var', '', 1 ],

#            [ 'UserEmail',      'Email', 'email',           1, 1, 'var', '$Env{"CGIHandle"}?Action=AgentTicketCompose&ResponseID=1&TicketID=$Data{"TicketID"}&ArticleID=$Data{"ArticleID"}', 0 ],
            [ 'UserCustomerID', 'CustomerID', 'CustomerID', 0, 1, 'var', '', 1 ],

#            [ 'UserCustomerIDs', 'CustomerIDs', 'customer_ids', 1, 0, 'var', '', 0 ],
            [ 'UserPhone',        'Ext',       'Phone',        1, 0, 'var', '', 1 ],
	[ 'UserDDI',         'DDI',        'DDI',         1, 0, 'var', '', 1 ],
#            [ 'UserFax',          'Fax',         'fax',          1, 0, 'var', '', 0 ],
#            [ 'UserMobile',       'Mobile',      'mobile',       1, 0, 'var', '', 0 ],
#            [ 'UserStreet',       'Street',      'street',       1, 0, 'var', '', 0 ],
#            [ 'UserZip',          'Zip',         'zip',          1, 0, 'var', '', 0 ],
            [ 'UserCity',         'Office',        'City',         1, 0, 'var', '', 1 ],
	[ 'UserBCM',         'BCM',        'BCM',         1, 0, 'var', '', 1 ],
	[ 'UserPracticeArea',         'Practice Area',        'PracticeArea',         1, 0, 'var', '', 1 ],
            [ 'UserTeam',      'Team',   'Team',      1, 1, 'var', '', 1 ],
            [ 'UserJobRole',      'Job Role',   'JobTitle',      1, 1, 'var', '', 1 ],
            [ 'UserEmployeeID',      'Employee ID',   'EmployeeID',      1, 1, 'var', '', 1 ],

[mitel2011]

I am suspecting this line may be the problem, but please take a look and advise:

CustomerUserPostMasterSearchFields => ['Email'],

[mitel2011]

Any ideas based on the posted config file?