Client ticket by email routing

[kmdot]

Hi, how can I route client emails to relevent quest? More important is to assign an SLA/Service to the ticket, each client only has one service, and 2 sla's. So i want a client to send and email for ticket, then the ticket be put in the right que, and then set the users service/sla in the ticket?

Please give me a push in the right direction

Thanks

[crythias]

PostMasterFilter

[kmdot]

Hi

Thanks for that fast reply, looked over that, but can you give me a little extra nudge on how to achieve this?

Customer send emails

- Ticket created, and ticket assigned service and sla (each customer has 1 service and 2 slas (can i make 1 sla default?))

Using 3.0.4

Thanks

[crythias]

http://doc.otrs.org/3.0/en/html/x1793.html



(I'll work with you to get it right. Don't worry about that.)

[kmdot]

Great link, will be back if i need help, thanks

[kmdot]

Right, having issues... here is my flow

email send to postmaster, ticket created

does user exist? if so, do they have a service? if so, move to que service?

does user exist? if so, do they have a service? if no, move to que no-service?

does user exist? no, move to que new client

[crythias]

OTRS by default accepts all emails as users (actually, valid tickets) , and postmaster filter doesn't check the database for users. See the howto to block non-users. While I can't verify it right this moment, it seems reasonable at first blush to use my block kludge as a vector to assign a service to non-users.