To resolve you issue you have to set X-OTRS-FollowUup-SenderType and X-OTRS-FollowUp-ArticleType instead of X-OTRS-SenderType and X-OTRS-ArticleType. Try and let me know. I have a similar issue in OTRS 2.4.7. I set a Postmaster Filter like you, and the article is modified correctly but in certain situation the article type of a precedent customer's request is changed to email-internal. This happen frequently. Someone could give me help? Roberto -----Messaggio originale----- Da: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Per conto di Max Bidlingmaier Inviato: Friday, May 21, 2010 10:26 AM A: 'otrs@otrs.org' Oggetto: [otrs] Declare all mail coming from @mycompany.com to agent/internal-mail -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi, I want to set any mailreply having a @mycompany.com mailaddress as Type email-internal, sendertype: agent. To do so, I declared a "Postmaster Filter" matching the addresspattern and setting the headerfields: X-OTRS-SenderType: agent X-OTRS-ArticleType: email-internal The result is: mail is handled as email-internal, syslog says Sendertype is set to agent but in the ticket history the article is shown as customer-article. What is wrong? I'm using OTRS 2.4.7 Thank you ion advance Max Bidlingmaier - -- ________________________ Max Bidlingmaier IT-Administration e.sigma Technology AG Ehrenbergstraße 11 98693 Ilmenau / Germany Tel.: +49 (0) 3677 668 230 Fax.: +49 (0) 3677 668 2333 e.sigma Technology AG, Ehrenbergstr. 11, 98693 Ilmenau Vorstand / General Manager: Detlef Mämpel Vors. d. AR / Supervisory Board Chairman: Joseph Müllner Registergericht / Trade Registry : Amtsgericht Jena HRB 500 638 Geschäftssitz / Business Location: Ilmenau Diese E-Mail enthält vertrauliche und/oder rechtlich geschützte Informationen. Wenn Sie nicht der richtige Adressat sind oder diese E-Mail irrtümlich erhalten haben, informieren Sie bitte sofort den Absender und vernichten Sie diese Mail. Das unerlaubte Kopieren sowie die unbefugte Weitergabe dieser Mail ist nicht gestattet. This e-mail may contain confidential and/or privileged information. If you are not the intended recipient (or have received this e-mail in error) please notify the sender immediately and destroy this e-mail. Any unauthorized copying, disclosure or distribution of the material in this e-mail is strictly forbidden. -----BEGIN PGP SIGNATURE----- Version: GnuPG v2.0.14 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/ iQEcBAEBAgAGBQJL9kOEAAoJEArKo5koqhKwI5gH/iqbRIXbV7sJQzhs+zrPkQ2p 08r2prWc7iQSMJd8PJpq56h2IDzNpol+Cus3oKkhI2RL7ldHHWuiTL0m9FJgSo6J bR+sJNlpXCymcdIj4fU8E6DF6Hpv99Ng08AI2A85QaoTSkJDQz+M9wnoqWcTFQrl SmB4ofKOC8pmBCqnJuthY3PYK2YisziE4iV/28TXAo826SGPy5abeDWJ9B/Mz0+T G05M34IJ8hQoHTWSmpU6gVf+Mn7+/uGHtREhFsjbzL1HfoF5/T9ycXNNrj4k2rRt ck4xCa5rHC/zO5A+AFCFK0rnjZXiV2c73xE63ElHERZ9jQvfqdiV7YdSPGZa5zk= =maOi -----END PGP SIGNATURE----- --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/