Creating a new user after new email received

[plonnroth]

Hello,

we are using OTRS as a simple ticket manager. Only agents are using the web portal to manage the tickets created from received emails.
There is no customer user database, the users are created as emails from new addresses come in.

- What is the proposed way to create the user after receiving ticket from non-existing customer?

Currently we do this
- If there is no customer company for this sender, create one using the Customer Company Administration
- Click the CustomerID in the Ticket Information panel in AgentTicketZoom view, this opens the Customer Information Center - <sender email>
- Click 'Add Customer'
* Why isn't the email field prefilled?
* We are using the dropdown for CustomerID. why can't there be the sender email as without the dropdown (in case there is no company yet created) ?
- Anyway, after all this the customer is created with correct CustomerID etc.

=> The original received ticket still has the same CustomerID (sender email), and searching with this new customer user (or it's company) does not find the original ticket

Are we doing something completely inappropriate here? Seems like it cant be this way, can it?

[crythias]

If you enable CustomerCompanySupport, CustomerID changes to dropdown for referential integrity versus the Company CustomerID list. If you type exactly the same CustomerID as a Company CustomerID, this will achieve the same result.

Why isn't the email field prefilled?

Why would it be? What information source would it gather from?

The original received ticket still has the same CustomerID (sender email), and searching with this new customer user (or it's company) does not find the original ticket

The ticket doesn't know what you did. Change the customer of the ticket from the Customer button of Agent Ticket Zoom.

If these are really customers, they should already be in a source that the ticketing system could create customers from. Either by backend link or push create.

[plonnroth]

Hi,

thanks for the response. After these answers/questions the situation is clarified.