[SOLVED] Auto queue for a customer

[HervE]

Hello,

I want to make all incoming mails for a given customer ID automatically go to a given queue.

So I create a PostMaster Filter (F1):
Match:
Header 1: X-OTRS-CustomerNo
Value: myCustomer
Set:
Header 1: X-OTRS-Queue
Value: myQueue

Unfortunately it does not work. It seems that the identification of the customer ID comes after the filter, doesn't it?

However, it works when I create an additional PostMaster Filter (F2):
Match:
Header 1: From
Value: @mycustomer.com
Set:
Header 1: X-OTRS-CustomerNo
Value: myCustomer

What can I do if I don't want to create F2?
For I have lots of customers (customer users + customer companies) already entered in my database.

...Or maybe there is another way to do, not using PostMaster Filters at all?

Regards,
HervE

[crythias]

X-OTRS-* is generated after the ticket gets passed through PostMasterFilter, so it's impractical to check for their existence on new tickets.

That said, my HowTo http://forums.otrs.org/viewtopic.php?f=60&t=6586 shows where the customerID is assigned, so it's also a place that you can assign Queues based upon CustomerIDs. (search the forums ... I have a post suggesting how to do it.)

Admittedly, it's a nasty workaround because it WILL be overwritten on upgrades...

[crythias]

http://forums.otrs.org/viewtopic.php?f=61&t=7568 assign a customer to a queue... but the principle applies to customer_id.
Edit: well, it *may* apply. It may not. I haven't tested it.

[HervE]

Thanks for your answer.

Well, I don't like very much the idea to have - and maintain - customer IDs and queues hardcoded inside NewTicket.pm (even without considering it will disappear on upgrades).
So I think I will go on with filters on the From = @myCustomer1.com|myCustomer2.com|etc.

Regards,
HervE

[crythias]

While it *is* your OTRS configuration, I would normally suggest that maintaining per-company queues be equally problematic (You can never delete a Queue). For most purposes, Queues should be related to what the agent can handle (types of tickets). Customer ID is *generally* adequate to separate companies on their own.

That doesn't stop anyone from using company or location based queues, though.

[HervE]

Dear crythias,

I know that.
And although my first idea was to create queues per location, and per-company sub-sub-queues (remember http://forums.otrs.org/viewtopic.php?f=61&t=7360), I let down this idea and created thematic queues.

But...
We know for sure that some companies will always be concerned by only one thematic. So it is nice if their new tickets always automatically go to this queue (by default).
That spares some agent workload.

HervE

[crythias]

Don't forget to take a look at Customer Groups as well. This can be useful to reduce the visible queues for a customer if he uses the web interface.