Dear all,

   Please guide me how to configure autoforward an email from customer in a queue :

   Example , we want the system to receive emails to otrs-help@abc.com with queue ‘OTRS HELP’. After that , the system can forward the email with ticket number on the subject to someone who related with the tickets (but not agents)

So that they can reply/answer the ticket with the same ID/Number.

   Something likes this : (But not work)

'forward' => {

         Queue => ‘OTRS HELP',

         States => ['new', 'open'],

         Locks => ['unlock'],

         New => {

             To => 'someone1@xyz.com, someone2@abc.com, someone3@dfg.com',

                 },

         },

  Best regards,

  Huu Hien