Mail filter problem

[slab]

Hi,

We have several filters to automatically classify tickets in various queues.

For some time now these emails seem to be well filtered, according to the logs, but in reality they go into the spam queue.

What I see in logs:

Code: Select all

Kernel::System::PostMaster::Filter::MatchDBSource 	successful Filter: '000 Type par défaut' '"gtc" <gtc@xxx.xx>' =~ /([a-zA-Z0-9_\-\.]+)@[a-z0-9-]+(\.[a-z0-9-]+)*(\.[a-z]{2,3})/i ! 	31.07.2019 11:50:19
Kernel::System::PostMaster::Filter::MatchDBSource 	Filter: '000 Type par défaut' Set param 'X-OTRS-Type' to 'Client : Demande' (Message-ID: <004901d54783$c3264250$4972c6f0$@xxx.xx>) 	31.07.2019 11:50:19
Kernel::System::PostMaster::Filter::MatchDBSource 	Filter: '051 NOC RM' '"gtc" <gtc@xxx.xx>' =~ /xxx@xxx.xx/i matched NOT! 	31.07.2019 11:50:19
Kernel::System::PostMaster::Filter::MatchDBSource 	Filter: '051 NOC RM' 'Une alarme e-mail en provenance de Tracer Summit' =~ /montpellier/i matched NOT! 	31.07.2019 11:50:19
Kernel::System::PostMaster::Filter::MatchDBSource 	Filter: '055 NOC D' '"gtc" <gtc@xxx.xx>' =~ /xxx@xxx.xx|noc-renater@noc.renater.fr/i matched NOT! 	31.07.2019 11:50:19
Kernel::System::PostMaster::Filter::MatchDBSource 	Filter: '055 NOC RD' 'Une alarme e-mail en provenance de Tracer Summit' =~ /INCIDENT|MAINTENANCE/i matched NOT! 	31.07.2019 11:50:19
Kernel::System::PostMaster::Filter::MatchDBSource 	Filter: '100 DAD_F' '"gtc" <gtc@xxx.xx>' =~ /xxx@xxx.xx/i matched NOT! 	31.07.2019 11:50:19
Kernel::System::PostMaster::Filter::MatchDBSource 	Filter: '101 DAD_Bug' '"gtc" <gtc@xxx.xx>' =~ /xxx@xxx.xx|arcsysadmin@clio.xxx.xx/i matched NOT! 	31.07.2019 11:50:19
Kernel::System::PostMaster::Filter::MatchDBSource 	Filter: '199 NagiosDAD' '"gtc" <gtc@xxx.xx>' =~ /xxx@xxx.xx/i matched NOT! 	31.07.2019 11:50:19
Kernel::System::PostMaster::Filter::MatchDBSource 	successful Filter: '200 GTCDefault' '"gtc" <xxx@xxx.xx>' =~ /xxx@xxx.xx/i ! 	31.07.2019 11:50:19
Kernel::System::PostMaster::Filter::MatchDBSource 	Filter: '200 GTCDefault' Set param 'X-OTRS-Queue' to 'Monitoring::INFRA' (Message-ID: <004901d54783$c3264250$4972c6f0$@xxx.xx>) 	31.07.2019 11:50:19
Kernel::System::PostMaster::Filter::MatchDBSource 	Filter: '200 GTCDefault' Set param 'X-OTRS-Type' to 'Incident' (Message-ID: <004901d54783$c3264250$4972c6f0$@xxx.xx>) 	31.07.2019 11:50:19
Kernel::System::PostMaster::Filter::MatchDBSource 	Filter: '200 GTCDefault' Stopped filter processing because of used 'StopAfterMatch' (Message-ID: <004901d54783$c3264250$4972c6f0$@xxx.xx>) 	31.07.2019 11:50:19

But in reality this mail is directly in Spam queue.

Can you help me on this problem?

Thanks.

[fcasal]

Which otrs version are you using?

[root]

Hi,

first of all, did you checked the ticket history to confirm that the tickets are created in your spam queue.

- Roy

[slab]

Hi,

I'm sorry I bothered you for nothing.
I have a lot of these emails coming in regularly, and all of them went in the spam queue as I said.
After research it appears that it is our hotline team that puts them directly in the spam queue.
It was so regular that I didn't think to look at the history of the actions.

So it's a pebkac, from our support but also from me because I didn't think to look at the ticket's history.
I feel a bit silly now, to be honest