[SOLVED] Automatic queue selection based on email sender

[cepin]

Hello,
we have old one OTRS 2.4.4 used for creating TRQs mainly via email.
- Each customer(in our case some companies) has its own customer_id,group,queue
- Customer user has filled email address,customer_id and is assigned in their company group
- Company queue has in config assigned group of the company

It is working like this:
- Customer user sends email to otrs email
- OTRS creates new TRQ with customer_id of the company and automatically assign queue to this TRQ as company queue. Based on sender email.
- if some company user has no profile or email in OTRS the TRQ is created in Postmaster queue.

We want to use newer OTRS now...so we installed OTRS 4.7.0.1.
I configured it in same manner as old one...customer user,customer company,group,queue...etc...

The problem is that the queue is not assigned per email sender but it goes do default queue (Postmaster). I don't know if there is some switch or config in OTRS configuration but I didn't find anything.

note: We are not using Posmaster filter for this on the old OTRS...So I think it has to work on new one also without configuring it.

Thanks!!! for any suggestion. If any more info is needed please write me here...

[crythias]

You're seeing the inherent problem with Customer Based Queues ... Queues are intended to be for the [types of] agent that may properly address a given issue.

You would never have this issue if your environment was like a normal business instead of segregating entrance doors for each customer.

[cepin]

That sounds good. Thanks I will try to redesign our approach to OTRS...

Thanks