PostMaster filter not working - help

[benoitm]

Hi !

I have successfully activated the PostMaster::PreFilterModule###3-NewTicketReject in Ticket -> Core::PostMaster to block all the incoming email that do not have a valid ticket number in subject.

But now I have created a new rule in PostMaster filters settings to move new ticket from "raw" queue to "sorted" queue so I did like that :

Filter :

Code: Select all

To : raw@mailtest.com
To : EMAILADDRESS:raw@mailtest.com
 

Do :

Code: Select all

X-OTRS-Queue :sorted 

Stop after match : yes

But when a new ticket arrive in "raw" queue, nothing happen, the ticket stay in "raw" queue

Can you help me please? thanks

[oscar]

you can put

header1 Delivery-to value: raw@mailtest.com

X-OTRS-Queue :sorted

try and see

[benoitm]

not working

[crythias]

If you're using a To address to assign queues, this should work, but check upper/lower case, system log (especially, tell us what the system log is doing to the ticket) X-OTRS-FollowUp-Queue, and also the Admin Email Addresses/System Addresses ...

[benoitm]

When i create ticket, the log only show

Code: Select all

[Fri Apr 15 14:08:58 2011][Notice][Kernel::System::Ticket::TicketCreate] New Ticket [2011041510000158/[ Ticket#: 2011] created (TicketID=34,Queue=Raw,Priority=3 normal,State=new)

The uper/lower case for the queue? is blanck spaces allowed?
I have no case error.

Don't understand what you wanna say with "X-OTRS-FollowUp-Queue"

the admin / system mail is admin@mailtest.com

[crythias]

if this is the *only* line relative to creating the ticket, it didn't match PostMasterFilter. Can you show a screenshot of your filter?

[benoitm]

Here is the screenshot :



(A = To : french language)
(queue name changed for test)

Thanks

[crythias]

multiple entries on a same filter is a logical 'And'

[benoitm]

Yes and? Even if I fill in only one rulle, this not working.
Nô postmaster filter seems to work

Important : this is an ticket created with soap (php)

Thanks

[jojo]

Postmaster Filters only work for E-Mail! Via SOAP you need to fill out the fields like Queue etc directly.

[benoitm]

Hum... It's ok i had choose raw queue in soap process

Why I would like to do that?

My idea is The following :

When a customer create a new ticket, in raw queue, my agent is informed by email, via otrs queue looking function
(NO auto repply set for raw queue - opening ticket email customer information Will be send thought PHP)
Then, i wanna automatically move this ticket in the "sorted" queue and that for all next answers, because An auto answer is set on this queue (so for all The new articles EXCEPT the first (created with The new ticket))

I hope you understand my bad english

[benoitm]

Is anybody can help me?

Maybe with another solution ... It's important

thanks

[crythias]

I believe the point is: If you're creating tickets via SOAP, you should have the logic before you create the ticket (that is, in PHP).

[benoitm]

Ok my new idea is :

Create ticket thought PHP, in the "raw" queue
On the "raw" queue, set no auto answer, set agent notification to on
At the end of the first article creation process, I'm sending out an confirmation to my customer, with ticket number and other informations

All that is ok but now, I need to automatically move this ticket to "sorted" queue where auto answer and agent notification are set to on.
I need to do that just once the ticket is created because for now, my customer can answer by email as by php (website), so the ticket queue need to be set BEFORE the first answer, even if the customer answer thought mail or website

To conclude, no ticket should stay in "raw" queue

How should I do that ? Mysql query? Should I use "ArticleSend" (postmaster filter allowed) or "ArticleCreate" (no otrs postmaster filter allowed) with SOAP, for the first article?? thanks for help

[crythias]

Create ticket thought PHP, in the "raw" queue
On the "raw" queue, set no auto answer, set agent notification to on
At the end of the first article creation process, I'm sending out an confirmation to my customer, with ticket number and other informations

All that is ok but now, I need to automatically move this ticket to "sorted" queue where auto answer and agent notification are set to on.

Why bother putting this in the raw queue? Why not just generate the ticket in the sorted queue as a phone ticket (for instance). I haven't tried it, but it doesn't seem that auto reply should be relevant to SOAP tickets. (Have you encountered that SOAP tickets auto-reply?)

[benoitm]

Yes with SOAP, auto answer is set and we can choose between

Code: Select all

# auto reject|auto follow up|auto follow up|auto remove

Hum I think I have successfully do what I wanna do, with some PHP

Now the process is like that (With SOAP + PHP + Mysql) :

• Create ticket [SOAP TicketCreate]
  • Queue : Raw
    Auto answer type : auto reply ==> nothing happen because I have not set any auto answer for this queue
    Agent notification : yes

• Send information mail to customer (php)

• Create first article [SOAP ArticleCreate]
  to : Raw@mail.com ==> Agents are notified

• update ticket queue [php, mysql]
  • Queue : Sorted
    (and settings for this queue are : Auto answer type : auto follow | Agent notification : yes)

After that, my customer can answer by email ==> auto answer from "sorted queue" for each answer
or via my website ( SOAP ArticleCreate, with Auto answer type : auto follow (the same auto answer as by mail))

What do you think about that? Is it a good way of doing ? Thanks

[nasubzna]

Hello , his should work, but check upper/lower case, system log (especially, tell us what the system log is doing to the ticket) X-OTRS-FollowUp-Queue, and also the Admin Email Addresses/System Addresses
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