My users can create a ticket online and it is tagged to there user account (mike_hathaway) however if they email the support account the system creates a new email (mike_hathaway@fakecompany.com). Now the user has two seperate accounts. We can tag the request to the user account but then we also have to go back and delete the newly created account. Is there a way for tickets to first see if they match the email user field instead of the username field?

Secondly we want to use this system for tracking requests from the general public and do not want the system to create valid user accounts for our staff intranet simply because they emailed support. So the second request is really add a setting the system where it never creates new user accounts.

Comments

danielpacker’s picture

danielpacker commented

I just set this up for a community site and ran into the same problem. I'd like the general public to be able to submit tickets without having hundreds of stray user accounts automatically created. Being able to disable auto account creation would be so so so useful. I may have to try to hack this together myself if we're going to use this.

Otherwise it's perfect... oh well.

danielpacker’s picture

danielpacker commented

I've managed to hack the process so it doesn't create accounts, but the result is that there's no information about who submitted the ticket. I see a few possible solutions including:

1) Offer option to use a generic user to be the creator - this doesn't really solve the problem but might make a real solution less nasty for the module maintainers

2) Bounce all non-recognized emails. This is good for communities where everyone already has an account. Not so great for us.

3) Make all non-recognized emails turn into anonymous tickets but put the email address of the sender in the ticket body. This is what i'm attempting to do, but I don't know if it will have any long term ill effects on the support system.

It would be great if the module maintainer could give feedback here. I'll post a patch if I get something usable going for this issue.

jeremy’s picture

jeremy commented
Status: Active » Closed (duplicate)

This is a duplicate:
#544268: Make auto-account creation optional