One customer, multiple mails

[Javier]

Hi all,

we have a problem with a recent installation. We need to assign multiple emails to a customer because our clients have two diferent domains (aka @domain.es and @domain.cat). When the customer sends and email to helpdesk support and a new ticket is created by the program, we need that OTRS assigns the ticket to the same customer, regardless of the MX domain.

Here are some similar problems that may be relevant but not helpful in our case:

http://wiki.otterhub.org/index.php?title=English_Area -> Store more than one email address per customer (this page not longer exists)
http://www.mail-archive.com/otrs@otrs.org/msg25505.html -> http://bugs.otrs.org/show_bug.cgi?id=3770

There is a way we can do that without do 'hard' modifications (like DB hacks)?

Thanks!!

[Khole]

What you can do is this.

Admin > Postmaster filters

For each customer with multiple domain names create a filter rule:

Filter condition
Header 1: <From> / Value: @customerdomain1.com
Header 2: <From> / Value: @customerdomain2.com
etc

Set email headers
Header 1: <X-OTRS-CustomerNo> / Value: CustomerID (the customer id of your customer)

This will assign all matched inbound emails from your customer domains to the same customer ID

[Javier]

What you can do is this.

Admin > Postmaster filters

For each customer with multiple domain names create a filter rule:

Filter condition
Header 1: <From> / Value: @customerdomain1.com
Header 2: <From> / Value: @customerdomain2.com
etc

Set email headers
Header 1: <X-OTRS-CustomerNo> / Value: CustomerID (the customer id of your customer)

This will assign all matched inbound emails from your customer domains to the same customer ID

Thanks for your reply, Khole.

Maybe this works for us using "X-OTRS-CustomerUser/Value" but this implies to create a filter rule for each user (CustomerUser). Am I correct?
We've more than two hundred of users. We're looking for another solution like a second/extra email in our user definition. Does anyone know a way to do it?


Thanks in advance!

[crythias]

Maybe this works for us using "X-OTRS-CustomerUser/Value" but this implies to create a filter rule for each user (CustomerUser). Am I correct?

I don't think so... if you're sure it's consistent, you can use the pattern matching to do this thing.

[crythias]

As an aside, this has got to be a pain for every other person for whom this customer deals. "Hmmm. What email address is your company going to send from today?" You mean I have to put two email addresses for you? Really? 200 people ...

[Javier]

Maybe this works for us using "X-OTRS-CustomerUser/Value" but this implies to create a filter rule for each user (CustomerUser). Am I correct?

I don't think so... if you're sure it's consistent, you can use the pattern matching to do this thing.

Hello crythias,

unfortunately, it's not consistent. Not for all users but we can try to apply regular expressions on some cases. We will check this solution.

Thanks for your help!

[Javier]

As an aside, this has got to be a pain for every other person for whom this customer deals. "Hmmm. What email address is your company going to send from today?" You mean I have to put two email addresses for you? Really? 200 people ...

Well, now 180 people. Next month we could have 190/200 potential users (and a lots of email addresses more)

Nevertheless, the situation isn't strange, I guess. In academic world is very common to use more than one email address: project, colaboration group, another one from research group... But the customer user is the same. For example, I've two email addresses from two diferents domains (and project/group) and we need to redirect tickets in correct queues but I'm the unique customer.

Our example is something like this:

Code: Select all

(CustomerUser)
    agrillo  ------------- mail1@domain1.ES         
                     |---- mail1@domain1.CAT          
                     |
                     \---- mail2@domain2.edu

Thanks!

[crythias]

we need to redirect tickets in correct queues but I'm the unique customer

The queues are for Agents, not customers...

[Javier]

we need to redirect tickets in correct queues but I'm the unique customer

The queues are for Agents, not customers...

Thanks crythias.

I'm both agent and customer: We've a crazy workflow.

[crythias]

But a group isn't a person. If a person sends from a specific email address, that should necessarily be a different *person* than the other one.
If the person needs to see the other tickets assigned to the other people of the other domains, that person and all her associated persons can have the same CustomerID, which means she'll see her "from this email address" at "My Tickets" and "from all my email addresses" at "Company Tickets"

An easy (ish) workaround could be that the CustomerID is the username, assuming consistent usernames across all domains.

[jevans]

I know old post but I was just doing this.

In Excel, A Column is customer domain name, B Column is CustomerID

Code: Select all

="INSERT INTO postmaster_filter (f_name,f_stop,f_type,f_key,f_value,f_not)VALUES ('"&A2&"','0','Match','From','EMAILADDRESS:*"&A2&"',NULL); INSERT INTO postmaster_filter (f_name,f_stop,f_type,f_key,f_value,f_not)VALUES ('"&A2&"','0','Set','X-OTRS-CustomerNo','"&B2&"',NULL);"