Postmaster filter

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marcored
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Posts: 17
Joined: 18 Dec 2018, 16:42
OTRS Version?: 5.0.13

Postmaster filter

Post by marcored » 01 Mar 2019, 11:02

hi all,

i have a problem with postmaster filter, i set a filter with the following conditions:

check email header = to look for value = address@domain.com
set email header = X-OTRS-Queue set value = queueName

with this conditions i expect that the ticket opened with an email to the address@domain.com will be insert into the queue "queueName".

is this right? if this filter is wrong, how i can set the action i described?

i also tried with check email header with from but it does not work anyway

thanks

fcasal
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Re: Postmaster filter

Post by fcasal » 01 Mar 2019, 17:54

Which format are you using for the queuename? I think it needs the absolute name, for example: Level 1::support::Queue1

Greetings

netjess
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Re: Postmaster filter

Post by netjess » 04 Mar 2019, 18:52

marcored wrote:
01 Mar 2019, 11:02
hi all,

i have a problem with postmaster filter, i set a filter with the following conditions:

check email header = to look for value = address@domain.com
set email header = X-OTRS-Queue set value = queueName

with this conditions i expect that the ticket opened with an email to the address@domain.com will be insert into the queue "queueName".

is this right? if this filter is wrong, how i can set the action i described?

i also tried with check email header with from but it does not work anyway

thanks
See attached for two examples of PM Filters that I have. One is a filter to a top level queue. the 2 is a filter set to a sub queue.
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fcasal
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Posts: 329
Joined: 21 Apr 2014, 16:14
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Re: Postmaster filter

Post by fcasal » 05 Mar 2019, 09:33

mmm

if you send the email from paper_delivery@mercevalve.net you have to user the field From.

If you send the email to paper_delivery@mercevalve.net i ask: Have you configured this email into otrs?

marcored
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Posts: 17
Joined: 18 Dec 2018, 16:42
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Re: Postmaster filter

Post by marcored » 05 Mar 2019, 10:45

thanks i don't set the email into the otrs, because i create two filter with two different email like this:

Check email header: to look for value: support.dew@domain.com
Set email header: X-OTRS-Queue Set Value: Dew(name of the queue)

Check email header: to look for value: support.bro@domain.com
Set email header: X-OTRS-Queue Set Value: Bro(name of the queue)

when i write an email to the first address the filter works but if i write to se second address the filter doesn't work. i copied the same conditions but i don't understand why it doesn't work

netjess
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Posts: 172
Joined: 16 Nov 2011, 23:35
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Real Name: Jesse
Company: Mercer Valve Company
Location: Oklahoma USA
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Re: Postmaster filter

Post by netjess » 06 Mar 2019, 16:49

Do you get any messages in your syslog about a wrong or missing queue?
You say it doesn't work but what does it do? DOes it process the email at all? Does it end up in misc?
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reneeb
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Re: Postmaster filter

Post by reneeb » 08 Mar 2019, 11:34

Are there any other postmaster filters or generic agents that interferes with the shown filter?
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marcored
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Joined: 18 Dec 2018, 16:42
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Re: Postmaster filter

Post by marcored » 11 Mar 2019, 12:17

thanks to everyone i resolve the error, someone change the domain and he doesn't alert me :lol:

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