Assign customer to queue according to customer type

[duffy]

Hello,

I'm trying to solve the situation:
I have 3 types of customers:
SLA customers
End users
Resellers

What I want to do is to send 3 different types of auto replies when tickets are created and assign them to 3 different services/SLAs.

I want to get customer information from CRM system (probably via SOAP). I know I could do that in Postmaster Filter, but I want to get rid of manual filters adjustments, once new customer is added. I can set customer id prefix e.g. SLA_CUSTOMERID, EU_CUSTOMERID, RES_CUSTOMERID, but how to parse it in Postmaster filter?

I know I can use Generic Agent, so all tickets would be in raw queue, Generic agent could sort them into queues and then emails could be generated, but I don't think it's the best way.

Is it possible to set it up without hacking OTRS?

Any help appreciated!

[crythias]

You could have aliases to your main email address and have each thing send to its own email address and therefore matched queue.