Problems in creating a Postmaster filter that moves a ticket in a specific Queue

[ovidiudinisor]

Hi all,

I have a situation with a filter and maybe you can help me out of it.

I have created a Postmaster filter that should move the tichet in a specific queue.
The filter configuration is like this:

Filter condition
Search header field: Body for Value: .*Check Windows Updates
Search header filed: From for Value: name@domainname.com

Set e-mail headers
Set e-mail header: X-OTRS-Queue with Value: Windows-Updates
Set e-mail header: X-OTRS-Type with Value: Infrastructure Maintenance

The problem is that ticket skips the rule that says to move the ticket to queue: Windows-Updates but it does change the type of the ticket into "Infrastructure Maintenance".

Can you help me understand what's happening ? Any idea ?


Here is a log from the OTRS with the steps that it performed:

Changed service to "NULL" (). (ServiceUpdate)
Changed SLA to "NULL" (). (SLAUpdate)
Changed type from "" () to "Infrastructure Maintenance" (8). (TypeUpdate)
Changed customer to "CustomerID=CustomerName;CustomerUser=name@domainname.com;". (CustomerUpdate)
Changed dynamic field TicketFreeText1 from "" to "CustomerName". (TicketDynamicFieldUpdate)
Changed dynamic field TicketFreeText2 from "" to "Check Windows Updates ". (TicketDynamicFieldUpdate)
Added email. (EmailCustomer)
Loop protection: no auto-response sent to "name@domainname.com". (LoopProtection)
Sent "Ticket create notification" notification to "user1" via "Email". (SendAgentNotification)
Sent "Ticket create notification" notification to "user2" via "Email". (SendAgentNotification)
Sent "Ticket create notification" notification to "user3" via "Email". (SendAgentNotification)

[root]

Hi,

Check the spelling of the Queue and don't forget to use the complete 'path' if it's a subqueue. If the filter matches (you'll see this in the message log for this article) and the queue name is wrong is shown in the log.

- Roy