Postmaster filter for customer

[spiderpig]

I would like to add a filter that if I have the custmerID or user in subject line of an email that I send to OTRS, then the ticket will update the customer of the ticket, not the sender of the email.

I'm not quite sure what value I should use when I'm creating the filter.

[crythias]

Like this perhaps? viewtopic.php?t=16121#p62033

[spiderpig]

Hi,

I tried this without a luck

created a postfilter with

email header: Body - Look for value: #customer:([\w%-\.]+@[\w\.-]+\.[\w\.]{2,9})
Set email header: Set X-OTRS-CustomerUser - set value: [***] (I can only choose CustomerUser or CustomerNO, not Customer like in your other post)
and then I forwarded email to OTRS with this in the Body #customer:realcustomer@realdomain.com

the only changes was that now there are no customer linked, not the agent like before.

[spiderpig]

did I missed something, or did I do it wrong?

[crythias]

Try CustomerNO.

[spiderpig]

now when I open the ticket the customerID is right, but in the "Customer Information" dialog below is my infomation?
how could I change that also?

[crythias]

I guess you might change it to also use

#customerlogon
CustomerUser

Or maybe even add From via SysConfig and pass

#from
as the customer's email address

[spiderpig]

do you mean something like this?


email header: Body - Look for value: #customer:([\w%-\.]+@[\w\.-]+\.[\w\.]{2,9})
---
Set email header: Set X-OTRS-CustomerNO - set value: [***]

Body in email:
#customer:realcustomer@realdomain.com
#customerlogon:realcustomer@realdomain.com

[spiderpig]

Hi,

I tried to use

in the body #customerlogon:([a-zA-Z0-9-_.]+@[a-zA-Z0-9-_.]
and CustomerUser [***]

it catch some of the users and assign the right customer, but just some of them. I am confused why.
in the message log the filter is successful on these tickets that customer is not assigned.
Kernel::System::PostMaster::Filter::MatchDBSource successful Filter
any ideas how to fix this?