I've seen similar questions...[SOLVED]

[jawood2005]

...but none of the answers I've found have been exactly what I needed to find. I work for a company that is trying to set up OTRS for service requests from their clients. The problem is that not all employees at my company work with all clients. What I'm trying to figure out how to do is configure OTRS in such a way as to automatically filter customers, based on their respective companies, to queues set up for different user types. I had thought about making Customer Groups, but then we would also have to manually add all employees from all client companies to the system (at least to my understanding). So basically what I'm asking is whether there is a method for automatically filtering customer requests to the appropriate queues aside from email domain filtering. If there's some way to do this based on their usernames, we could have them place a special prefix or something on their usernames, but I haven't found documentation to support that being viable.

[Wolfgangf]

a) create queues per customer
b) create user groups for each queue
c) assign the employees to the user groups (and therefore they have the right for the queue which means they work for this customer)
d) create a postmaster filter for assigning automaticall to the queue
from: <user>at<customerdomain
X-OTRS-Queue: <queue_for_this_customer>

Hope that helps
Wolfgang

[jawood2005]

Thanks, Wolfgang. That has fixed my problem.