> create a new customer_user if the return address doesn’t yet exist, This will require programming. It's not a feature for practically anywhere that simply sending an email to a site creates an account. It's easy to spoof a sender address, plus do you really know that all the spam email should also create users?
> notify the ‘parent company’ queue manager internally and externally depends on what you mean "notify". There's no notification on new customer creation, but certainly new ticket. >move the new ticket to the appropriate queue sure, Postmaster filter, but don't use customer based queues. On Wed, Nov 4, 2015 at 4:28 AM, Rob Shears <r...@phonovation.com> wrote: > To update based on questions: > > > > ‘log’ = open. So when I say ‘log a ticket’, I mean ‘open a ticket’. > > > > ‘reported’ means to run reports. So, say I want to know how many tickets > for company example.com were opened, handled in a specific manner, were > within SLA’s example, I need an easy way to group just these example.com > tickets. > > > > ‘customercompanysupport => 1 should work and by my understanding should > change the CustomerID fields into a drop down list populated with the > companies from the customer_company table. I am not getting a drop down > list, when creating a new ticket, editing a ticket, or creating/editing a > user. > > > > The objective: > > > > - f...@example.com > > - sa...@example.com > > - j...@example.com > > > > All can open tickets by sending in an email. > > Example.com has an internal account manager, who should be notified his > customer has a new ticket (he is an agent, but he is NOT responsible for > actioning the ticket, he just needs to know a ticket is raised) (the > ‘account manager’ is not defined anywhere yet, likely use a dynamic field > or the comments field in customer_company) > > The tickets should go to ‘normal’ queue. > > When an agent takes action on these tickets, account manager for > example.com should be cc’d the action. > > When a ticket is raised by sa...@gmail.com, it will initially get filed > to gmail.com, but when the agent realises that it is the same sally as > sa...@example.com, the agent should be able to choose example.com from a > dropdown list in the CustomerID field to update this (not have to type it > in), and that should trigger the alert to the account manager. > > > > > > Now, a lot of this functionality is beyond what I posted to otterhub or > the list the other day, but I hope it helps to build a picture of the > workflow we are building. > > > > The immediate problem is: > > > > CustomerID does not present as a drop down list. > > > > Most of the rest of the functionality is on hold until I can solve this. > And the rest of the functionality may not end up ‘native’ to OTRS anyway, > which is precisely why I’m running it on MS SQL, as that is where our > inhouse skills sit and it meshes with our .net applications and developers, > who can manage ‘most’ of the rest of the functionality within the windows > environment if we find OTRS unable to meet our needs. > > > > Cheers > > > > > > Rob. > > > > *From:* Rob Shears > *Sent:* 03 November 2015 10:12 > *To:* 'otrs@otrs.org' > *Subject:* CustomerCompany/CustomerGroup/CustomerID > > > > I am having some issues with the definitions and deployment options for > the solution I need to provide and wondered if someone more familiar with > OTRS can help me work out what these various terms refer to, so that I can > make sure I am less confused. > > > > OTRS 4.0.13 > > CentOS 7 > > MS SQL (via unixODBC) > > > > The setup is fully functional but I need to make some extensions that I’m > not quite getting my head around correctly. > > > > I need to allow multiple users (unique email addresses) to log tickets on > behalf of specific companies. So… > > > > fr...@example.com > > j...@example.com > > pe...@example.com > > > > All need to be able to log tickets that can be reported > on/queued/actioned/sla’d/serviced/whatever by “example.com, the > company”. These users, as yet, do not need to be able to logon to the > system, if that matters. > > > > Based on my reading, as the initial step, I was trying to enable > CustomerCompanySupport through the config.pm file, to change the > CustomerID field when creating a new customer user into a dropdown list > allowing the selection of an existing company, but have been unable to get > that to work. After further reading, I’m unsure now if that is even the > correct approach? > > > > Eventually, I want to configure the system to detect the email domain of > the sender, create a new customer_user if the return address doesn’t yet > exist, link that to the ‘parent’ company, notify the ‘parent company’ queue > manager internally and externally and move the new ticket to the > appropriate queue. I don’t think any of this is ‘undoable’ from my > research, but simply getting the CustomerID to reference the > customer_company table I have not been able to achieve! > > > > What is the correct approach and combination of features that will achieve > this? > > Is this even possible? > > I can edit the customer details (user, company) via the GUI, so am I > correct in assuming I don’t need to define an ‘external’ backend in the > config.pm for the customer tables? > > > > I posted a topic on the community forums ( > http://forums.otterhub.org/viewtopic.php?f=62&t=30599&sid=43c909d7d9c784f0f19d60199e7bf9bc) > but the initial comments there actually have me questioning the terminology > I’m using, so I figured I’d ask the list! > > > > Cheers > > > > > > Rob. > > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >
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