[otrs] Customer users based on email domain

[Pedro Lobo]

Hi all,

I'd like to know if it's possible, and if so, how would I do the following:

We're setting up OTRS for our internal use and to provide IT support to a few customers. All communication will be done via email, both creating and replying to tickets and therefore, we have no real need of customers accessing the customer portal. I would however like to associate each new user email with a customer id. So, users that create a ticket from m...@acme.co are assigned to Acme Co. Users from m...@evil.corp are assigned to Evil Copr. etc.

Is this possible of to I have to manually create a customer user and associate it with a customer ID for Acme and Evil Corp.?

Cheers,
Pedro

[Renee B]

Hi *,

Do you want to create the new customer users or do you just want assign the customer id to the ticket?

Cheers,
Renée

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[Pedro Lobo]

Hi Renee,

I'd like to create a new user and assign it to the Customer ID (Company). That way I retain historical data. Currently I'm doing this by hand but would prefer to automate this if possible. So steps would be:

1. Receive an email from a user that doesn't yet have a customer user account
2. Create a new customer user account and associate it with a company (customer id)
3. Associate services with the newly create user (could be all or possibly use the domain to determine that too.)

Thanks for any help with this matter,
Pedro

[Edson Richter]

I did same question few months ago, and got a cryptic response like “you can adapt the script for such” (not exactly on this words, which I can’t remember anymore) – and I’ve no Perl programming skills at all... I’m basically a “user++” 😊

 

If you discover how to do that, and can share in a non cryptic way, I’ll love to hear about.

 

Regards,

 

Edson Richter

 

 

Enviado do Email para Windows 10

[Bene]

Hi,

to set the customer based on the domain of the e-mail, you need to
set-up an e-mail filter.

Go to Admin, Postmaster filters, create a new filter.
To take you example of evil.corp:

Fill in the name and wether you want to stop after the match.
Filter condition:
Check e-mail header: From
As a value you could add for instance: (.*@evil.corp)

Set e-mail headers:
Set e-mail header: X-OTRS-CustomerNo, Set value: "Evil Corp"

Evil Corp should exist as customer company.

Regards,
Benedict

[Edson Richter]

That’s nice and a perfect explanation, and I think I can do that. But would be much easier if I can set the internet domain in customer data, and then everything else gets “magically”.

What if I need to configure 50.000 customers (which I don’t have, but I can dream right?).

 

Having 50.000 rules to setup is higly error prone, and it seems to me a kind of huge effort for something relatively simple to implement other way (by having this “internet domain” – or could “internet domains” – as a field in the standard OTRS).

 

I know, I can change the sources, and add everything I want – but I really don’t know how to do that. And futhermore, this would benefit all OTRS customers.

 

Regards,

 

Edson

 

 

Enviado do Email para Windows 10