Postmaster Filters

[rajbps]

Hi Team,

I have installed otrs 5 on centos 7.

I have a question about the postmaster filters.

Have created my queues like this:

queue (1) contoso
queue (2) Machine
queue (3) contoso Machine ( this is a sub queue of Machine )

Idea is if a user sends in a ticket then it will go to queue (1) contoso
If a machine sends a ticket the it goes to queue (3) contoso Machine

I have set the first postmaster filter to :

Filter 1


Filter conditions :

Name : contoso
Stop after match:No
Check email header : From
Look for value : @contoso.com

Set email headers:

Set email header: X-OTRS-Queue
Set Value : contoso


Filter 2

Filter conditions :

Name : contoso
Stop after match: No
Check email header : From
Look for value : root@contoso.com
Check email header : Subject
Look for value : prof.con.local

Set email headers:

Set email header: X-OTRS-Queue
Set Value : contoso Machine

Now when a machine generates an email, it goes to the contoso queue instead of the contoso Machine queue.

Can anyone advise please.

Regards,

Raj

[Giulio Soleni]

Hello,
did you sort correctly your filters?
It seems to me that filter #1 conditions somehow include filter #2, therefore once conditions for filter #1 have been matched and applied, conditions for filter #2 are not considered anymore.
Just try to invert the order of the two filters and set "Stop after match:Yes"

HTH
Giulio

[rajbps]

Hiya,

How can you change the order of the filters
From the webpage they seem to be in the right order as machine queue first and then the contoso queue

Regards,
Raj

[Giulio Soleni]

just ive the filters a name with a number as prefix... like for example:

"001 - Incoming Emails from Machines"
"002 - Incoming Emails from Users"

[rajbps]

Did that and change the stop after match to yes
Put the machine filter first as 001 contoso Machine but now the ticket goes to the postmaster queue

Any ideas

[Giulio Soleni]

I would troubleshoot the filters one by one, disabling one filter and leaving only the other one active.
That to check if they work correctly when they are alone... otherwise maybe there is an anomaly that you did not consider that is hard to detect when both filters are active.

[rajbps]

yep got it and its now working

Thanks for the help