R: Routing of email to the queues
Thanks for the reply, but we're not using the postmaster mail account, we are sending the email directly to the otrs system (it's a linux server running postfix). Each queue has the right email address assigned to it, and everything works fine if there is a single otrs address in the TO: field. The problem comes up when there is more than one otrs address involved. If I use the postmaster filter, how do I tell it to send the ticket to both queues? I believe I cannot have multiple X-OTRS-Queue statements in the filter. _____ Da: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Per conto di IT easyap Inviato: domenica 30 agosto 2009 11.57 A: 'User questions and discussions about OTRS.' Oggetto: Re: [otrs] Routing of email to the queues I guess you are use a single account in the PostMaster Mail Account with the option dispatch by email (to: field). You ca try to different options 1) defining both email accounts in the PostMaster Mail Account and queue addressing 2) use postmaster filters to address to the correct queue. Regards _____ From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Bianchi, Giordano Sent: viernes, 28 de agosto de 2009 13:59 To: 'otrs@otrs.org' Subject: [otrs] Routing of email to the queues Hello everyone, I have a problem with the routing of emails inside OTRS. We have 2 queues, each with a different email address assigned (ex. site1@example.com->queue1 and site2@example.com->queue2) Everything works fine if the users send the email to either one of the queues. The problem presents itself when an email is sent to both queues (particularly with both queues' addresses in the TO: field). At that point OTRS will create 2 identical tickets, and they will both end up in the same queue (which one of the two is random). Obviously we would like to have each ticket end up in each queue separately. Is this a bug? A feature? Has anybody else run into this issue? Thanks, Giordano Bianchi
You are right, it is not possible to set multiple X-OTRS-Queue but you can
let landing ticket in a generic Queue (generally the RAW) and then try to
find the correct behavior using multiple GenericAgent jobs. Probably the
first that move the ticket in the correct first queue corresponding at the
first mailto and then a second job where, with the execution of CMD field
launch a creation of a new ticket .
Too fanciful?
MV
On Mon, Aug 31, 2009 at 10:26 AM, Bianchi, Giordano
Thanks for the reply, but we're not using the postmaster mail account, we are sending the email directly to the otrs system (it's a linux server running postfix). Each queue has the right email address assigned to it, and everything works fine if there is a single otrs address in the TO: field. The problem comes up when there is more than one otrs address involved. If I use the postmaster filter, how do I tell it to send the ticket to both queues? I believe I cannot have multiple X-OTRS-Queue statements in the filter.
------------------------------ *Da:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *Per conto di *IT easyap *Inviato:* domenica 30 agosto 2009 11.57 *A:* 'User questions and discussions about OTRS.' *Oggetto:* Re: [otrs] Routing of email to the queues
I guess you are use a single account in the PostMaster Mail Account with the option dispatch by email (to: field). You ca try to different options
1) defining both email accounts in the PostMaster Mail Account and queue addressing
2) use postmaster filters to address to the correct queue.
Regards
------------------------------
*From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *Bianchi, Giordano *Sent:* viernes, 28 de agosto de 2009 13:59 *To:* 'otrs@otrs.org' *Subject:* [otrs] Routing of email to the queues
Hello everyone,
I have a problem with the routing of emails inside OTRS. We have 2 queues, each with a different email address assigned (ex. site1@example.com->queue1 and site2@example.com->queue2)
Everything works fine if the users send the email to either one of the queues.
The problem presents itself when an email is sent to both queues (particularly with both queues' addresses in the TO: field). At that point OTRS will create 2 identical tickets, and they will both end up in the same queue (which one of the two is random).
Obviously we would like to have each ticket end up in each queue separately.
Is this a bug? A feature? Has anybody else run into this issue?
Thanks,
* **Giordano Bianchi*
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You are right, try to send to the first queue and after that using a generic agent split the ticket. _____ From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Bianchi, Giordano Sent: lunes, 31 de agosto de 2009 10:26 To: 'User questions and discussions about OTRS.' Subject: [otrs] R: Routing of email to the queues Thanks for the reply, but we're not using the postmaster mail account, we are sending the email directly to the otrs system (it's a linux server running postfix). Each queue has the right email address assigned to it, and everything works fine if there is a single otrs address in the TO: field. The problem comes up when there is more than one otrs address involved. If I use the postmaster filter, how do I tell it to send the ticket to both queues? I believe I cannot have multiple X-OTRS-Queue statements in the filter. _____ Da: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Per conto di IT easyap Inviato: domenica 30 agosto 2009 11.57 A: 'User questions and discussions about OTRS.' Oggetto: Re: [otrs] Routing of email to the queues I guess you are use a single account in the PostMaster Mail Account with the option dispatch by email (to: field). You ca try to different options 1) defining both email accounts in the PostMaster Mail Account and queue addressing 2) use postmaster filters to address to the correct queue. Regards _____ From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Bianchi, Giordano Sent: viernes, 28 de agosto de 2009 13:59 To: 'otrs@otrs.org' Subject: [otrs] Routing of email to the queues Hello everyone, I have a problem with the routing of emails inside OTRS. We have 2 queues, each with a different email address assigned (ex. site1@example.com->queue1 and site2@example.com->queue2) Everything works fine if the users send the email to either one of the queues. The problem presents itself when an email is sent to both queues (particularly with both queues' addresses in the TO: field). At that point OTRS will create 2 identical tickets, and they will both end up in the same queue (which one of the two is random). Obviously we would like to have each ticket end up in each queue separately. Is this a bug? A feature? Has anybody else run into this issue? Thanks, Giordano Bianchi
participants (3)
-
Bianchi, Giordano -
IT easyap -
Marco Vannini