Hi!
We have set up OTRS 2.0.4 under Debian, where incoming e-mails are
received by Exim and fed into PostMaster.pl, and have just started
experimenting with PostMaster filters.
The problem we're trying to solve is the following:
We would like to move all incoming e-mails to a specific queue, i.e. set
the X-OTRS-Queue header, depending on which e-mail address the e-mail was
addressed to, but *only* do this for tickets that are new. (Otherwise, if
an administrator/agent moves the ticket to another queue, sends a reply to
the customer, and the customer replies back, the ticket will be moved back
to the "Raw" queue.)
I have tried creating the following filter:
Filtername: upunets-to
Hit:
Header 1: To Contents: [EMAIL PROTECTED]
Header 2: X-OTRS-State Contents: new
Set:
Header 1: X-OTRS-Queue UpUnet-S Support
However, this does not work. Incoming e-mails never match the filter. The
OTRS log says:
[Fri Dec 16 13:54:14 2005][Notice][Kernel::System::Ticket::TicketCreate]
New Ticket [2005121610000251/Test] created
(TicketID=500,Queue=Raw,Priority=3 normal,State=new)
If I remove the X-OTRS-State match, and only match on the To field,
everything works fine. For example:
[Fri Dec 16 12:29:48
2005][Notice][Kernel::System::PostMaster::Filter::MatchDBSource::Run]
Filter: 'upunets-to' Set param 'X-OTRS-Queue' to 'UpUnet-S Support'
(Message-ID: <[EMAIL PROTECTED]>)
[Fri Dec 16 12:29:48 2005][Notice][Kernel::System::Ticket::TicketCreate]
New Ticket [2005121610000241/VB: SV: Skype] created
(TicketID=499,Queue=UpUnet-S Support,Priority=3 normal,State=new)
Does anyone know why the X-OTRS-State match doesn't match? Any input on
this would be highly appreciated!
Many thanks in advance!
Best regards,
Björn Wiberg
Uppsala University
IT Support Department
Uppsala, Sweden
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