Assigning customer based on Mail-To

[MartinSt]

is there a possibility to assign a customer not based on "mail from" but on "mail to"?

Thx Martin

[crythias]

You may be able to do that with a PostmasterFilter, but if you're using Customer Based Queues, I wouldn't recommend it. (In my opinion, there's no need to add/remove queues on the whims of a customer. Your Queues should be [types of] agents that can handle a given request. )

[MartinSt]

Sorry but I don't know how to do this with a PostmasterFilter

.. let me explain:
We are sending mails from another system with
TO: anybody@customer.com
From: anybody@ourcompany.com
CC: otrs@ourcompany.com

Via this CC these mails are tranferred to OTRS. But there they aren't assigned to the customer because OTRS checks just the FROM.
So I would like to switch TO and FROM.

Thx Martin

[crythias]

I don't know how to do this with a PostmasterFilter

What did you try?

Admin tab
PostmasterFilter
Add Postmaster Filter
Filter name: assign based on to
Filter condition
Header 1: To | Value1: anybody@customer.com
Set Email Headers
Header 1: X-OTRS-CustomerNo | Value 1: CustomerID you would assign - optional or email address or company id?
Header 2: X-OTRS-CustomerUser | Value 2: anybody@customer.com

Submit

alternate (global)

PostmasterFilter
Add Postmaster Filter
Filter name: assign based on to
Filter condition
Header 1: To | Value1: (.*)
Set Email Headers
Header 1: X-OTRS-CustomerUser | Value 1: [***]

Note that this filter will work *forever* until you delete it, so make sure you remember that no "real" user may be able to submit directly to OTRS via email while this is in place.