Hi, but customer always sends to a particular queue...& not any mail id.. Here in the example the customer is sending to a mail id...bt how is it possiblee..??as the customer can send only to a queue. Regards, An On Wed, Apr 28, 2010 at 3:12 PM, Arthur de Pauw 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 wrote:

...

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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Hi Arthur, ya..I was talking abt customer interface...so it is like the customer will be sending e mails to an otrs sytem (xxx@yyy.com) which will be filtered using the filter magmnt module..is it?? Regards, An On Wed, Apr 28, 2010 at 3:57 PM, Arthur de Pauw wrote:

What do you mean with "customer sends to a queue" in our system, a customer sends an email to "support.XX@example.com". OTRS fetches the mail every X minutes and then processes the mail according to the rules. Or are you talking about the customer interface? If so, please say so. We don't use the customer interface really. But that's a philisophy thing ;-)

bests arthur

On Wed, Apr 28, 2010 at 12:03 PM, An Me wrote:

...

Hi,

but customer always sends to a particular queue...& not any mail id.. Here in the example the customer is sending to a mail id...bt how is it possiblee..??as the customer can send only to a queue.

Regards, An

On Wed, Apr 28, 2010 at 3:12 PM, Arthur de Pauw 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.comor 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 wrote:

...

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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-- cheers, arthur

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Soo if customer interface is philosophical/in real time customer doesn't use it...does it mean that anybody can send an email to the otrs system..?? Or for each valid e-mail address the admin has to set filter settings to relevant queues?? On Wed, Apr 28, 2010 at 4:33 PM, Arthur de Pauw wrote:

Correct, I guess that's why it's called "postmaster" filter.

bests arthur

On Wed, Apr 28, 2010 at 1:01 PM, An Me wrote:

...

Hi Arthur,

ya..I was talking abt customer interface...so it is like the customer will be sending e mails to an otrs sytem (xxx@yyy.com) which will be filtered using the filter magmnt module..is it??

Regards, An

On Wed, Apr 28, 2010 at 3:57 PM, Arthur de Pauw wrote:

...

What do you mean with "customer sends to a queue" in our system, a customer sends an email to "support.XX@example.com". OTRS fetches the mail every X minutes and then processes the mail according to the rules. Or are you talking about the customer interface? If so, please say so. We don't use the customer interface really. But that's a philisophy thing ;-)

bests arthur

On Wed, Apr 28, 2010 at 12:03 PM, An Me wrote:

...

Hi,

but customer always sends to a particular queue...& not any mail id.. Here in the example the customer is sending to a mail id...bt how is it possiblee..??as the customer can send only to a queue.

Regards, An

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 wrote:

...

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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-- cheers, arthur

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Hi An, I guess you're mistaking two things. Postmaster filters are meant for processing incoming mail. If you want to move tickets that are created via the web interface instead, you should actually do this with Generic Agent jobs, or use the Event mechanism, but that is already a little bit more real development, you can't leverage the event mechanism from the GUI for anything other than sending out notifications, currently. ((enjoy)) Michiel Beijen R&D Follow me on Twitter: @otrsnl [https://twitter.com/otrsnl] OTRS AG Norsk-Data-Str. 1 61352 Bad Homburg GERMANY T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I:  http://www.otrs.com Business Location: Bad Homburg, Country Court: Bad Homburg, HRB 10751, VAT ID: DE256610065 Chairman: Burchard Steinbild, Managing Board: André Mindermann GET OTRS::ITSM 2.0 NOW - including the brand new change management module! It´s the only ITIL® V3 compatible open-source IT Service Management solution certified by PinkVERIFY worldwide! - http://bit.ly/dv4CJF On Wed, Apr 28, 2010 at 1:01 PM, An Me wrote:

Hi Arthur,

ya..I was talking abt customer interface...so it is like the customer will be sending e mails to an otrs sytem (xxx@yyy.com) which will be filtered using the filter magmnt module..is it??

Regards, An

On Wed, Apr 28, 2010 at 3:57 PM, Arthur de Pauw wrote:

...

What do you mean with "customer sends to a queue" in our system, a customer sends an email to "support.XX@example.com". OTRS fetches the mail every X minutes and then processes the mail according to the rules. Or are you talking about the customer interface? If so, please say so. We don't use the customer interface really. But that's a philisophy thing ;-) bests arthur

On Wed, Apr 28, 2010 at 12:03 PM, An Me wrote:

...

Hi,

but customer always sends to a particular queue...& not any mail id.. Here in the example the customer is sending to a mail id...bt how is it possiblee..??as the customer can send only to a queue.

Regards, An

On Wed, Apr 28, 2010 at 3:12 PM, Arthur de Pauw 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 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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