The approach with the different mail addresses seems the most reasonable.
That said you can use the [ PostMaster Filter ] in the admin interface to sort out keywords. Just make sure you pick the proper format. The **ORDER** is tricky because of the ‘*’. Make it ‘\*\*ORDER\*\*’ and it’ll work properly.
Greets
Daniel
Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Anton Gubar'kov
Gesendet: Samstag, 29. November 2008 12:01
An: User questions and discussions about OTRS.
Betreff: Re: [otrs] X-ORTS headers
Hello, Sam.
You can use the postmaster filter modules to do that. The attached example from the docs
# Job Name: 2-Match
# (sort emails with From: sales@example.commailto:sales@example.com and Subject: **ORDER**
# into queue 'Order')
$Self->{'PostMaster::PreFilterModule'}->{'2-Match'} = {
Module => 'Kernel::System::PostMaster::Filter::Match',
Match => {
To => 'sales@example.commailto:sales@example.com',
Subject => '**ORDER**',
},
Set => {
'X-OTRS-Queue' => 'Order',
},
};
moves a ticket to the queue Order when To and Subject fields match. You need to match Body field instead. I didn't use it myself and I didn't verify that regular expressions are acceptable in matching.
~otrs/Kernel/System/PostMaster/Filter/Match.pm uses stantard perl match to compare strings so most probably you can use perl regular expressions.
Prefilter declaration in the Config.pm is a kind of if-then construct. You need as many of these filters as you need to recognize different keywords.
I have several queues too. However I use different email addresses to sort emails from customers to different queues. I wrote a short essay how I did it. You may find it useful. https://support.gubarkov.ru/otrs/public.pl?Action=PublicFAQ&ItemID=1. I would appreciate everybody's feedback on my otrs and postfix integration essay.
regards,
Anton.
2008/11/29 sam mailto:samhailer@cellulant.com>
Hello Anton,
Sorry for the delay. My idea was to sort emails to different queues where the customer specified a keyword in the email i.e. A parameter "TICKET:Database" in the email and once its received OTRS moves it to a queue Database issues. Basically all the customer has to do is to specify the keyword TICKET: and a corresponding word that will indicate the type of queue that the ticket will be sorted to.
Thanks in advance.
Regards,
Sam Hailer
Anton Gubar'kov wrote:
Hello, Sam.
Could you give me a specific example of what you would like OTRS to do about X-OTRS headers? What's the business process behind? Maybe I would be able to come out with more useful suggestions.
Anton.
2008/11/24 sam mailto:samhailer@cellulant.com>
Hi,
Thanks Anton for the reply, I don't understand whether the filter rules are specified in the Config.pm file or in the postmaster filter section in the admin interface. I have gone through the Defaults.pm file and there is no mention of x-otrs headers anywhere.
I might not have specified my problem before correctly but I wanted to know how to configure the headers in the postmaster filter i.e. how do I specify the headers that otrs watches out for in the incoming mails and how to specify the headers in the mail that will be fetched from the pop3 mail account configured(Ps. The trusted option is set to yes).
Regards,
Sam Hailer.
Anton Gubar'kov wrote:
Hi, Sam.
X-OTRS headers are used to store values for the ticket being created in the email being processed. I use X-OTRS-Queue to move spam tickets to queue Junk. Here is the code in Config.pm to achieve it.
$Self->{'PostMaster::PreFilterModule'}->{'5-SpamAssassin'} = {
'CMD' => '/usr/bin/spamc -E -r',
'Module' => 'Kernel::System::PostMaster::Filter::CMD',
'Set' => {
'X-OTRS-Queue' => 'Junk'
}
};
The effect is the ticket is created in queue Junk if spamc produces any output. The queue determination from system addresses is ignored.
Regards,
Anton.
2008/11/21 sam mailto:samhailer@cellulant.com>
Hi,
My issue with x-orts headers is that i dont know how to configure them. I have tried to go through the admin manual but i can't get a handle on how they are configured. Could some one post me a working sampleso that i can atleast have an idea of what to enter in the postmaster filter section. Thanks.
Regards
Sam Hailer.
Aris Czamanske wrote:
Sam,
In Pop3 Account Management for the specific email account, set the "Trusted" field to 'Yes' . Then test your filters. Everything should work properly.
Aris
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