[SOLVED] Change CustomerID depending on Mail-From

[binerf]

Hi all,

I'm sorry if this question has already been replied but I've searched on this forum and didn't get answer... my configuration might be weird.

I would like to configure OTRS to add automatically the CustomerID in a ticket when it receives a new email request; is it possible ?

In addition, I use Cstomer Company feature and external customers/companies DB.
OTRS version is 3.1.10.

Thank you in advance.

Best

[jojo]

the customerID is assigned based on the data in the customer DB

[crythias]

Explicitly: the customer must be in your database and have assigned a CustomerID.

[binerf]

Sorry, it doesn't work for me.

My user is present in my external customers/companies DB.
I can read information about this user via OTRS interface and associted company information also (CustomerID is company_test).
But when my user sends an email to otrs email address, the ticket is created with user email address (mail-from) as CustomerID.

Did I miss something ?

Oh, by the way, I've no valid/invalid field in my customer DB.

Thank you,
Best

[reneeb]

Can you check if the user data contain a field named UserCompanyID?

You can use the following perl script (save it as "ps.FindCustomerUser.pl" in <OTRS_HOME>/bin).

Code: Select all

#!/usr/bin/perl -w

use strict;
use warnings;

use File::Basename;
use FindBin qw($RealBin);
use lib dirname($RealBin);
use lib dirname($RealBin) . "/Kernel/cpan-lib";

use Kernel::Config;
use Kernel::System::Encode;
use Kernel::System::Log;
use Kernel::System::Time;
use Kernel::System::Main;
use Kernel::System::DB;
use Kernel::System::CustomerUser;

use Data::Dumper;

# create common objects
my %CommonObject = ();
$CommonObject{ConfigObject} = Kernel::Config->new(%CommonObject);
$CommonObject{EncodeObject} = Kernel::System::Encode->new(%CommonObject);
$CommonObject{LogObject}
    = Kernel::System::Log->new( %CommonObject, LogPrefix => 'otrs.AddCustomerUser.pl' );
$CommonObject{TimeObject} = Kernel::System::Time->new(%CommonObject);
$CommonObject{MainObject} = Kernel::System::Main->new(%CommonObject);
$CommonObject{DBObject}   = Kernel::System::DB->new(%CommonObject);
$CommonObject{UserObject} = Kernel::System::CustomerUser->new(%CommonObject);

my %List = $CommonObject{UserObject}->CustomerSearch(
    PostMasterSearch => $ARGV[0],
);

for my $User ( keys %List ) {
    my %Data = $CommonObject{UserObject}->CustomerUserDataGet(
        User => $User,
    );

    delete $Data{CompanyConfig};
    delete $Data{Config};

    print Dumper \%Data;
}

Example (nr of fields and fieldnames may vary):

Code: Select all

$ sudo perl ps.FindCustomerUsr.pl bad.max@test.tld
$VAR1 = {
          'ValidID' => '1',
          'UserEmail' => 'bad.max@test.tld',
          'UserRefreshTime' => '',
          'UserID' => '5949',
          'UserCustomerID' => 'company_test',
          'UserName' => 'BADMAX01',
          'UserFirstname' => 'Bad',
          'UserOE' => 'HR',
          'UserSalutation' => 'Herr',
          'Source' => 'CustomerUser',
          'UserTitle' => '',
          'UserLastname' => 'Max',
          'UserUserID' => '7342385',
          'UserShowTickets' => '25',
          'UserLogin' => '5949',
          'UserOrganisation' => 'VDSG',
          'UserPhone' => '1234567',
          'UserLocation' => 'Bahamas',
          'Valid' => 'valid'
        };

The postmaster searches for the user with the given mail address. If it finds one, it sets the customer-no with the value of UserCustomerID. If no UserCustomerID is given or no customer is found the CustomerID is set to the mail address of the sender.

[binerf]

Here the result:

Code: Select all

/opt/otrs/bin # perl ps.FindCustomerUser.pl email_user@domain.com
DBD::mysql::st execute failed: Unknown column 'valid_id' in 'where clause' at /opt/otrs/Kernel/System/DB.pm line 618.
ERROR: otrs.AddCustomerUser.pl-10 Perl: 5.10.1 OS: linux Time: Tue Oct 30 17:41:20 2012

 Message: Unknown column 'valid_id' in 'where clause', SQL: 'SELECT CONT_USERNAME , CONT_FIRST_NAME, CONT_FIRST_NAME, CONT_CODESAGE, CONT_EMAIL FROM CONTACTS WHERE  LOWER(CONT_EMAIL) LIKE LOWER('email_user@domain.com')   AND valid_id IN (1)  LIMIT 250'

 Traceback (9886): 
   Module: Kernel::System::CustomerUser::DB::CustomerSearch (v1.88.2.1) Line: 312
   Module: Kernel::System::CustomerUser::CustomerSearch (v1.63.2.1) Line: 189
   Module: ps.FindCustomerUser.pl (unknown version) Line: 32
/opt/otrs/bin #

Problem with valid_id ?

[reneeb]

What does the CustomerUser-Map in you Kernel/Config.pm look like? Is there anywhere "valid_id" mentioned?

[binerf]

Okay, I found my error with your help.

I've kept this line

Code: Select all

CustomerValid          => 'valid_id',

in my Config.pm file.

I've commented it and everything works.

Many thanks !!!