[otrs] Re: Postmaster filters - also Is OTRS for me?

[Phil Morris]

Re: Postmaster filters question.

>I like the "Postmaster Filter" way of handling inbound
dispatching/filtering.
>First of all, as far as i can see, a postmaster filter is in effect on
ALL defined pop3 accounts.
>Second, it seems as if it's only possible to AND multiple matches in a
filter, is that true?
Any way to OR them?

This would be a nice feature i.e. relevant POP account picked from a
list.
The way to produce the same result is to check the RCPT-TO email header
to see where the message was sent to.
This is complicated by the fact that the email might be received via CC
or BCC.
It's further complicated when a customer uses the web to log a message.

To produce an OR type of filter, it is necessary to add an additional
filter, with same SET options but different test options. These are then
treated as OR logic instead of AND. The onlt drawback is having many
many filters.

Ultimately you can do as you please by using pre-filter modules and
writing custom filter code.

Re: 

>I am looking for an open source ticket request system with an
integrated 
knowledge base

>To begin with, I noticed some (may be) typos on this page:

..and you will find one or two in the application too. Neither really
distracts from the application's 'quality'.

>I want to sort tickets into categories (I guess this is what you call
queues) 
and when I answer a ticket, I have a checkbox that is labeled something
like 
public or published which would allow me to publish the answer to the
public 
in a public knowledge base. My first impression is that the articles of
the 
knowledge base is not integrated with the answers of the tickets. 

It's not quite as easy as you describe, but you CAN link published KB
articles in the FAQ module to tickets, and also keep attachments.
This makes sense, as it is often better to 'boil down' a ticket history
into the FAQ 'Problem, Symptoms, Solution' format rather than just
publish the ticket - which will have many extraneous messages
uninteresting to a solution seeker.

If it helps, we just rejected high end KB and knowledge management
packages and opted to put our KB into the FAQ module.

Hope this helps you guys :)
Phil