[otrs] Small Glitch?

[Charles R. "Rusty" Thompson]

There is a small shortcoming in OTRS which we tried to get around and then
uncovered a problem.

We have a multitier system set up with the following queues:

Incoming Support Requests (AutoRespond with New Ticket# message)
Tier 1 Support
Tier 2 Support
Tier 3 Support
Tier 4 Support
Critical Support
etc...

Things were fine until one of the technicians asked how to input a case
without notifying the customer with a case number (sometimes a customer will
call in and we immediately resolve the issue but just want to log it without
sending additional emails, it happens)...

After a little thinking, I did this...

Added a differently named, but same email address entry to Email Addresses
and assigned it to Tier 1. Now when entering a phone view we can use that
address and the case is entered without the Incoming Email AutoRespond
kicking in becasue it immediately drops into Tier1. So now we have:

Enter Case Manual "EMAIL-PROTECTED" mapping to Tier 1 Support
IndySoft Support "EMAIL-PROTECTED" mapping to Incoming Email

Well that was all fine and good then today things went whacky. I'm not sure
how the code works so I'll present my findings and hopefully somebody can
tell me why this is happening.

When a customer (EMAIL-PROTECTED) has a case in Tier 1 then the POP3 for
support is checked and he has a new case, then his new case is immediately
opened in Tier 1, not placed in the Incoming Email queue.

or

Somehow becasue the name of the Tier 1 address is Alpha first in a sort, it
is taking precendence in mapping of incoming emails.

Does any of this make sense? I've tried changing the name of the Tier 1
address to reorder them to see what happens. Will find out when a new case
rolls in.

CT