problem to receive email clients ldap

[ricardobarrosozcr]

gentlemen,

I'm going through the following problem:

All my clients OTRS use AD as authentication backend. Onscreen client management I can see all my AD users registered in OTRS, fields login, name, email Id and client are filled in correctly.

If the call is opened by the client on the page customer.pl notification emails and customer information usually appear in the dashboard.

If the call is opened by the customer via email, using the the same e-mail address registered in the client management via AD, the OTRS does not associate this call to the customer master. The call is open as if the user was not registered in the system.

What might be happening?