Sort customer tickets in queue by email

[Eclat2k]

Hi guys, I have a customer with a lot of differents emails (gmail, hotmail, yahoo, etc...). If all email were *@mycustomer.com would be easy but...

I would like to know how can I sort this emails in a certain queue (this customer has 150 emails, more or less). In Postmaster Filter, in Filter condition I can write in Header 1: From -> email1@mycustomer.com and in Set Email Header: OTRS-Queue -> MyCustomerQueue...

The question is: is it possible define a email list from the customer to define only 1 Postmaster Filter or Do i need set 150 Postmaster filters to make this?

Thank you very much for the help...

[Wolfgangf]

As we are dealing with regex here, this should be possible, but I do assume it will be difficould to handle afterward

[Eclat2k]

Sorry Wolfgangf, but I don't understand your answer. Excuse my poor English...

[crythias]

Filter:
Criteria:
From: (email1@domain1.com|email2@domain2|email3@domain3)
Set:
X-OTRS-Queue: This guy's queue

[Eclat2k]

Ok crythias, I thougth that i can define this email list in any place in the OTRS, or that maybe i can use Client-ID in Filter to sort the emails.

Thank you very much.

[Eclat2k]

Now I tried configure all email in Header 1 but... only can write 100 characters...

If I use 4 headers, only has 400 characters (22 emails, more or less...), and It's not enought.

Do you have any idea to make this smartly?

I would'n like to write 1 filter for each email for each customer (I have a lot of customers, with a lot of emails each).

Thank you for your help

[crythias]

a .. what? A single person has 150 email addresses? and all of them are unique domains and randomly different usernames?

[Eclat2k]

No, no, crythias. I explain you...

My customer is a school. In this scholl all teachers can open tickets send an email to my email for problems. When OTRS receive an email of a teacher in this school, I want that the tickets goes to queue MySchoolQueue. Each teacher have different emails in different domains (150 teachers more or less).

How can I make a filter to sort this teacher's email in their queue?

Thank you very much!!!!

[crythias]

First, I don't recommend per-customer queues. It's impractical to manage and usually unnecessary. Generally speaking, Queues should be categories of tickets (Printing, computer down, power, maintenance, plumbing). Each queue is assigned to a group, and agents that are able to handle a given ticket category should be members of the appropriate queue.

Once the teacher has been established as a customer, she can be assigned a CustomerID in her user that pertains to the school. (CustomerIDs don't have to be unique.)
http://forums.otrs.org/viewtopic.php?f=60&t=7531

But yeah, if you want, you can create 150 PostMasterFilters, too.

[Eclat2k]

I understand you crythias, thank you for the answer.

My problem is that I have a IT Technician assigned to school and this technician solves all problems in this school (hardware, software, etc...). That's the reason why I wanted sort this emails, and I thought that i could make a group of emails or make a filter for CustomedID, for example...

I think that so tell me, the only way is create 150 postmaster filters...

[crythias]

But I'm saying create the users and customer groups and you don't even have to worry about this.