[Solved] Customer ID is missing in ticket information window

[PriteshP23]

Hello,
CustomerId is not working well for all tickets. For some ticket, it is always empty value.
In addition, When i create a new ticket by email, it is not displaying in Ticket Information section. PFA...!!

THANKS in advanced.

[crythias]

if customer ID is missing, it's because someone didn't fill it in. It will not be missing from inbound customer emails unless you changed something from stock.

[PriteshP23]

it's because someone didn't fill it in.

I have create a new ticket by email and i have fill valid email id. I also got the confirmation mail that your request has been received. But the problem is that it is not displaying in Ticket Information section at all.

[jojo]

you might have old files (Templates), did any change affecting this. Also are you running actual version (3.3.9) of OTRS?

[PriteshP23]

Also are you running actual version (3.3.9) of OTRS?

I am running on 3.3.6 but it should work.

Do i need to change any particular file?

[jojo]

Upgrade to the latest patchlevel and check again, there are some hundred of bugfixes since your version.

[PriteshP23]

I have already check in bug list but there is no bug such like this. I believe i need to change any file / configure settings.

[jojo]

it is working in my 3.3.9
so it is not ana actual bug, so it only can happen if files where changed manually or by packages or a file was not replaced by an upgrade. Again do the patch level upgrade and test again

[PriteshP23]

I request you to let me know if you have any idea to modift the particular file / configure setting.
I can't update to new version right now because it will take time.
Thanks.

[jojo]

as we don't know why it is not working on your instance (but working with others and also with actual versions) nobody is able to tell you what to change.

[PriteshP23]

I would like to know that if email id is present in DB, then why Code client not displaying while creating a new ticket by email? PFA..!
(working example but in my case it is empty value)

[Rooobaaat]

As jojo told several times. Do an update or verify that nothing was changed in .dtl or template-files.

[PriteshP23]

As jojo told several times. Do an update or verify that nothing was changed in .dtl or template-files.

I think there is not an issue with my version. Please look http://bugs.otrs.org/show_bug.cgi?id=10691

As i said when i create a new ticket by email, it is not showing CustomerID => http://bugs.otrs.org/attachment.cgi?id=2819

Any idea? Thanks.

[jojo]

as you not follow the task we told you to perform and as it is not a bug you should buy support!

[crythias]

PFA? Really? No. You're *this* close from being banned. Don't talk to people like they must answer your questions.

Our crystal ball doesn't work very well. This doesn't happen in stock OTRS at any particular level. This means it's something that you've customized for your system. What did you customize? Did you do an in place upgrade? What got you to the point you're here?

[crythias]

BTW, did you notice in your attachment how the customer ID was blank?

It's the entry below the red arrow.

if customer ID is missing, it's because someone didn't fill it in. It will not be missing from inbound customer emails unless you changed something from stock.

[crythias]

In addition, when creating a ticket via web interface, the CustomerID will fill in automatically if the customer is in the database. It is not a normal thing that an agent will create a ticket for a customer that isn't a customer.

If you're a call center that has no access to a customer list, and the customers can't self-register on your web page, you have two options: 1) manually fill customer ID or 2) create a customer in the customer database.

I would strongly recommend 2) in case that customer returns for support. Now you can track history for that customer.

[PriteshP23]

@crythais
I am sorry if i have asked like that.

Finally, its solved:
I got answer from your previous comment. "You have two options: 1) manually fill customer ID or 2) create a customer in the customer database."

I am thankful to you all.