double comfirm of RAW

[oscar]

Isn't all the new incoming ticket must go through raw? and it just only can one raw? because i filtering the postmaster value as webmaster, then my raw name become webmaster, but What I want is i got 2 department for each raw, Isn't possible got 2 raw in OTRS and how to filter it when my customer one is for mms , one is for sms, I want the mms customer send ticket to my mms agent only and my sms customer send ticket to my sms agent only


how to do this ? hope you guys can help me

[ferrosti]

Understand the RAW Queue as THE default of OTRS where everything goes to it does not know what to do with it. Usually this is needed for mails that are taken from OTRSs spool directory, which is used in exceptional cases only.
For every Mailbox you can setup the default queue where mails will go to when there is no matching filter.