I am running OTRS 2.4.9 and our system can receive incoming emails from users. The emails are picked up from a mailbox and OTRS creates a ticket.
We have a SQL database which contains all of our user information and the problem we are having is that although it identifies the correct 'UserCustomerID' and 'UserLogin' from the database when an email is received, it does not seem to pull through all the customer information. When you view the ticket in OTRS, 'Customer Info' shows "none". Following ticket creation, we have to go into the 'Customer' option and type in the users full name or email address, select the correct record and update the ticket. I want this to happen automatically when the ticket is created.
I think the problem relates to the fact that the system seems to be pulling the windows username rather than the email address of the user.
Upon fetching an incoming email the system log shows;
Code: Select all
Take UserCustomerID (20920) from customer source backend based on (John.Smith@mycompany.com).
Take UserLogin (jsmith) from customer source backend based on (John.Smith@mycompany.com).
POP3: Fetched 1 email(s) from servicdesk/exchange.domain.root.Thanks