Agent notification caused by certain sender/receiver

[usrne]

Is it possible to let the OTRS send a notification to some agents when a new email that has a certain sender/receiver (a filter for both at the same time would be nice) gets in? In this case it doesn´t really matter if this email creates a new ticket or is a follow-up.

[jojo]

use Notification (Event) on the Article Create Event

[usrne]

But there is no filter for sender/receiver, i can only filter by customer/Subject/text-content.

[jojo]

typically the customer is the sender. But you can also use a combination of PostmasterFilter and notification (event)

[crythias]

Alternatively:
The filter for the recipient is dispatch by To going to a Queue that notifies those agent(s).
The filter for the customer is PostmasterFilter set Queue that notifies those agents.

[crythias]

Re: this

In this case it doesn´t really matter if this email creates a new ticket or is a follow-up.

Well, yes, it does matter. If the ticket is locked, the agent handling the ticket is the only one who is normally going to receive notification of a followup, though responsible and watcher can view the ticket progression.

[usrne]

Alternatively:
The filter for the recipient is dispatch by To going to a Queue that notifies those agent(s).
The filter for the customer is PostmasterFilter set Queue that notifies those agents.

I can´t use the queue since (at least in our system) 1 Email != 1 Queue. But i´ve got another solution:
Setup a new postmaster filter that filters for the sender/receiver and set the DynamicFields. Then simply create an event that checks for this DynamicFields.