Can not filter incoming message(Tickets)

[Alex11]

Hello All ,
i am not able to filter the incoming message using the subject header,i want to filter it using the regex.I want to filter it using the subject of the mail(ex:Support-Contract # 6876764(any nos) is the subject ofthe incoming mail then message should get filtered based on the value of the subject line). somebody please help me out

please help me

thanks
Alok
(tiwaryalok11@gmail.com)

[crythias]

What do you want the filter to accomplish?

[Alex11]

i want to filter the incoming message in order to store them in respective queue.

[crythias]

OK. it probably works how you think it will (although I also use the email recipient address to sort as well, because my inbox has aliases).

Admin
Postmaster Filter
Name: GotoQueuename
[Add]

Match:
Header 1: Subject Value: searchword

Set:
Header 1: X-OTRS-FollowUp-Queue Value: Queuename
Header 2: X-OTRS-Queue Value: Queuename


If it's several layers deep, you'll need to set the Queuename to FirstLevel::SecondLevel::ThirdLevel

[Alex11]

hi,


can you tell me why we are using two header in the set field of postmaster filter.can't we use only one field there

Alex

[crythias]

I can't tell you why. All I wanted to do was to make sure that the ticket was in the correct queue permanently with no remnant that it was in another queue. For me, it "worked" and therefore I didn't worry about it having two "set"s. There probably wouldn't be any harm testing things out with fake tickets (and fake searchwords) until it does what you want, then change to the "live" searchword, which incidentally is what I did.