Set customer as a value with an e-mailfilter

Hi

We receive emails from an "anonymous customer". E-mails are send without a visible emailaddress. Every new e-mail creates a new anonymous customer. To avoid creating thousands anonymous customers, I would like to have only one anonymous customer.

We are using version 8.0 SR4.

I have tried to assign new e-mails to an existing "anonymous customer" using this topic: topic: https://community.superoffice.com/en/developer/forum/rooms/topic/superoffice-product-api-group/customer-service/use-set-links-in-emailfilter-to-set-static-contact/

First, I have created an anonymous customer with a e-mailaddress (i.e. 123@test.com). Second, using an e-mailfilter I have tried to link to contact where "Customer ID" equals "Test" (a non-existing ID). Finally, using this same e-mailfilter, I have tried to set the "Customer: E-mail address" value (i.e. 123@test.com). I have tried this last step both as replace and without replace.

 Why is the ticket still not being connected to the right person?

RE: Set customer as a value with an e-mailfilter

Can you copy / paste exactly what you've got in your e-mail filter so that I may have a look at it.

Av: Simen Mostuen Iversen 4. okt 2017

RE: Set customer as a value with an e-mailfilter

Hi

This is how the e-mail filter looks like. The filter is activated, but the e-mail is not linked to the customer with the e-mailaddress.

 

E-mail filter

Link to contact

Set value

Av: Jeroen van den Hoven 4. okt 2017

RE: Set customer as a value with an e-mailfilter

I think you can drop the "Set values" part. Under set links, you must specify a valid value for the Customer: ID. "Test" is not valid. In fact, hardcoded values must be prefixed with "=". So, to connect all these emails to customer #42, specify "Customer: ID" and "=42".

Sverre

Av: Sverre Hjelm 4. okt 2017

RE: Set customer as a value with an e-mailfilter

Thanks for your reply.

I have now tried this without result. I used the value person.person_id in link to contact.

The e-mail is not assigned to customer 10054.

Av: Jeroen van den Hoven 4. okt 2017

RE: Set customer as a value with an e-mailfilter

Sorry for the late response.

I was mistaken, for this field you should not have to prefix with '='. The value you enter is a RegExp search value, and from what I can see, you cannot set a specific value.

So, the solution is to create a CRMScript related to the filter, and then update the request and set the customer there.

Something like this:

Integer ticketId = getVariable("ticketId").toInteger();
Ticket t;
t.load(ticketId);
t.setValue("custId", "12345"); // Your value here.
t.save();

Sverre

Av: Sverre Hjelm 6. nov 2017

RE: Set customer as a value with an e-mailfilter

Hi again :)

This works fine!

Thanks a lot.

 

/Jeroen

Av: Jeroen van den Hoven 9. nov 2017