[otrs] Question about Filters and GenericAgent in OTRS

13 Dec 2006

      Hi there,

I'm using OTRS for about a week now. So far I like it a lot. I'm
planning to implement the software on our help desk in the coming
days. I'd appreciate some help with these issues I'm running into.

I'm using ORTS 2.1.3 on Linux.

1) GenericAgent in the Webinterface
How do I define a job that is not automatically scheduled? When I do
not enter a schedule (default blank) it runs every 10 minutes. (I
suppose the cron is running at this interval. Is this suppose to
work this way?

2) Then the Times option, same interface.
It says: 'Ticket created before X days'. I expect it to get tickets
that are created more than, say, 2 days ago. When the job runs, it
seems to ignore this option since all mails get filtered. What could
be wrong here?

3) Filters
What is the difference in using 'PostMaster Filter' in the web
interface, and creating filters in the Config.pm?

Is there some info available on how exactly they work? Are they
exact matches, etc.

I'm having some trouble using the filters.. For example:

I have a filter that mail from 'queue1@example.com' places in queue
'queue1'. This works.
Another filter places mail from 'queue2@example.com' in queue
'anotherqueue'. This also works.
Finally I have a filter that filters out SPAM to the junk queue.
This works if mail was sent to 'someotheraddess@example.com'.

Problem is: SPAM mail sent to queue1@example.com and
queue2@example.com is not matched as spam but placed in 'queue1' of
'anotherqueue'.

I tried to play with the order of the filter in the Config.pm file,
but that did not do the trick.

Filters used:
    $Self->{'PostMaster::PreFilterModule'}->{'queue1'} = {
        Module => 'Kernel::System::PostMaster::Filter::Match',
        Match => {
            To => 'queue1@example.com',
        },
        Set => {
            'X-OTRS-Queue' => 'queue1',
        },
    };
And another one like this, for 'anotherqueue'.

    $Self->{'PostMaster::PreFilterModule'}->{'spam'} = {
        Module => 'Kernel::System::PostMaster::Filter::Match',
        Match => {
            #Subject => '[SPAM?]',
            'X-server-MailScanner-SpamScore' => 's',
        },
        Set => {
            'X-OTRS-Queue' => 'junk',
            'X-OTRS-Priority' => '1 very low',
            'X-OTRS-State' => 'open',
        },
    };

How to catch SPAM mail send to queue1@example.com?

Is there a way to use 'not' in the match?
Then I could use 'from queue1@example.com' AND NOT spam.

Thanks for your help!

grtx,remi