[SOLVED] Creating ticket when user is not a customer yet

[abarry]

Hello everyone, I am new to OTRS. We have a situation to where we want to be able to create tickets for people and they probably will not be users in our customers section yet. Is there a way to be able to create the ticket and it will then create a customer based off the information in the ticket? Also, this comes into play when we get an email, we want it to generate a ticket for that person and create them as a customer if they do not exist.

I get the message "Please remove this entry and enter a new one with the correct value." when the person is not a customer user.

Is this possible?

Thanks for everyones assistance.

[crythias]

Hello :) Please update your signature (see mine) with information related to your OTRS environment.

You cannot create a customer by creating a ticket.
You can create a ticket without creating a customer. Just use the email address only.

[abarry]

Thanks for the info. I have updated my signature as well.

So, I was able to create a ticket with no problem using the email address. So, if I understand you correctly the system will not create a user based on the email address?

[crythias]

the system will not create a user based on the email address?

It will not create a user (customer). However, the email address is still attached to the ticket to identify the email address as the "customer" associated with the ticket.
This is essentially cosmetic - a field/column in the ticket table that holds an identifier value for communication purposes.

[abarry]

Thanks