Postmaster Filter not filtering all emails

[jfreeman2nc]

I have setup Postmaster filter's to capture certain incoming emails in order to place the email in the appropriate queue. I have been seeing some issues where some of the emails are being routed correctly, while others are not. For example, I have a client named, Save-way, which is filtered so that when the domain name is .@save-way.com, subject contains (Save\b), or body contains (Save\b) it moves the email to the Save-way queue. I actually have three filters setup for this, Save-way domain filter, Save-way subject filter, and Save-way body filter. Along with searching for domain, body, or subject, each of the three filters have the criteria that the email has to be to example.username@email.com.

I have seen some cases where the subject line will have Save-way_07212011 or something with an underscore and the emails are not filtered correctly in these instances. I have also tried changing (Save\b) to (Save|way) with no better results. I just really want the filter to find any email with Save-way anywhere in the message to be routed to the appropriate queue, but it seems though little changes really cause issues with the filter. I also saw an example where Save-way's would not be filtered correctly.

I am just reaching out, as I am not that great with RegExp in the first place, and we are moving towards adding more clients and I just do not have time to look through and manually move the tickets that the filter did not detect.

Thank you for your help.

[renee]

\b means "word boundary" and an underscore is not a word boundary, so your RegEx does not match. To match "word boundary or underscore", you have to use "[\b_]" instead of "\b".

[jfreeman2nc]

So "(Save\b_)" would work in both instances? The word boundary is always present I just have a few instances where the underscore is present.

I have also had a few instances where I am just searching for a single name in the subject or body, in these cases I will just put "(word)" in the filter. This will work a majority of the time but if the subject has word/words it will not work. Is there just a way to make this all inclusive where it just searches for "word" exactly?

[jfreeman2nc]

For instance, I just received an email from a company, with the subject: A Question from CompanyX. The email was to the email address that OTRS is fetching fromm and my filter is setup as is in the attached screenshot. I just do not understand why it is not filtering the message to the proper queue, am I just missing something? Should I remove the To field? I just want to make sure that only emails going To a certain email and contain CompanyX go to a specified queue. It seems that parenthesis around a word only works from time to time, and if there is a \,_,or any other character around the word it totally throws off the filter.

[renee]

So "(Save\b_)" would work in both instances? The word boundary is always present I just have a few instances where the underscore is present.

I have also had a few instances where I am just searching for a single name in the subject or body, in these cases I will just put "(word)" in the filter. This will work a majority of the time but if the subject has word/words it will not work. Is there just a way to make this all inclusive where it just searches for "word" exactly?

no, this won't work. Your regular expression says:

Code: Select all

The regular expression:

(Save\b_)

matches as follows:
  
NODE                     EXPLANATION
----------------------------------------------------------------------
  (                        group and capture to \1:
----------------------------------------------------------------------
    Save                     'Save'
----------------------------------------------------------------------
    \b                       the boundary between a word char (\w)
                             and something that is not a word char
----------------------------------------------------------------------
    _                        '_'
----------------------------------------------------------------------
  )                        end of \1
----------------------------------------------------------------------

_ is a word char.

It should be "Save[\b_]"... You should learn more about regular expressions: http://www.regular-expressions.info/tutorial.html

[renee]

Is the mail really send to "example.username@email.com" or is this mail address in CC or BCC? Does the queue exist (no typo in it)? Is there a "conflict" with an other filter?

[jfreeman2nc]

Yes the mail is sent to "example.username@email.com," there are some instances where that address is CC, but every issue where the filter has not worked the email has been sent to the address that OTRS is fetching. I have seen the filter not work if the the to address is CC'd but that makes sense.

Also, from reading more about regex expressions, it seems that I really do not need parenthesis around CompanyX, I should be able to just enter "CompanyX."

[renee]

Try to escape the "@" in the mail address ("example.username\@email.com" - note the "\"). Without the actual mail that didn't get filtered it is hard to debug the error; can you post a sample mail (the source code of the mail not the parsed mail).