Hi,
In the postmaster mail account setup, you can actually choose to dispatch to
a certain queue by choosing "Dispatching by selected queue". What the
example really says is that when mail is send to either me@example.com or to
test@example. com that queue is set to some queue.
We use filtering a lot. Our OTRS checks a whole bunch of mail addresses. And
we build filters like:
To: support.XX@example.com
From: some-client@somewhere.com
Where XX is a country code. In this way, we can distribute mails from the
same company in various countries to the right queues - and thus, the right
agents. No manual intervention is needed for that anymore.
bests
arthur
On Wed, Apr 28, 2010 at 8:16 AM, An Me
Hi All,
In the filter management module,one example is given like,
Match Header 1: - Cc From In-Reply-To List-Id Mailing-List Message-ID Reply-To ReplyTo Resent-From Resent-To Subject To X-Loop X-No-Loop X-OTRS-ArticleKey1 Value: Set Header 1: - Cc From In-Reply-To List-Id Mailing-List Message-ID Reply-To ReplyTo Resent-From Resent-To Subject To X-Loop X-No-Loop X-OTRS-ArticleKey1 X-OTRS-Queue Value: But in OTRS, the customer is only able to send to a particular queue and not to any particular mail id. So how can such a filtering as mentioned above work where if the "To" is to a particular mail id (but usually it will be to a queue & not mail id)...it is forwarded/filtered automatically to a particular queue??...or is it possible??
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