On Wed, Apr 28, 2010 at 3:12 PM, Arthur de Pauw <arthur.depauw@gmail.com> wrote:

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 <annminz@gmail.com> wrote:

Hi All,

In the filter management module,one example is given like,

Match

Header 1: Value:

Set
Header 1: 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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cheers,
arthur

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