Prevent save ticket if [Customer User ID] is an email

[rodolfor]

Hi all.
In my Otrs 6, incoming mail (in PostMaster Mail Accounts), generate new ticket in the RAW queue.
I noticed that the system assign the email address of the sender as [Customer ID] and [Customer User ID].
My problem is: how can I avoid having a ticket saved if the customer user id is an email address?
This is to force the agent, to assign the correct [Customer User ID], during the first state change of the ticket.

Thanks

[zzz]

Hello,

I don't think that there is an option for that. Customizing is the only way I can think of.

— Emin

[rodolfor]

Thanks Emin.
I'm totally new to otrs, could you give me some keywords on how to do this task?
I mus modify the code in the ticket form or there is another way?

Thanks!
Rodolfo

[zzz]

There are multiple ways to archive that but it highly depends on your workflow.
If you only want to check if the customer is set, you can write some lines of JS for AgentTicketZoom and show a warning to the agent if none is set.
That'd be the fastest way.

The best way would be to connect a database/AD to automatically synch the customer user to the customer.

— Emin

[rodolfor]

Thanks Emin.
Do you think I can use an ACL?