Filtering

[jong]

Hello OTRS community, firstly thanks for such a great product. OTRS has really saved me a lot of stress managing our helpdesk!

I have a question for you all, We say around 500 users across multiple countries who all send in service requests, as you can imagine this makes it very difficult to manage as you cannot differentiate between user other than by looking at the email addresses.

My question is how can I create a filter or group so that all tickets from certain countries get routed in to that countries group.

e.g.


ideally I need say 4 groups

UK
USA
CHINA
INDIA

And a way of routing all tickets emailed in to be moved into the appropriate group based on location. Eg

dave@domain.com is in the USA
andy@domain.com is in the UK
steve@domain.com is in China

Thanks in advance

[wurzel]

Hi,

you can use postmaster filter for this. Trigger on .cn or .com and move this tickets to specific queues.

Once, you have on domain for all your customers, you must use an different indicator, stored in Header Information of your
sender or (i think) the better way to use CustomerID or other stuff from Customer Information to sort your Mails/Tickets

HTH

Flo

[jong]

Hi Wurzel,

Thanks for the reply.

Unfortunately all usrs have the same @domain.com.

at an AD level the users are split in to country specific OU`s.

Any further advice you can offer would be appreciated.

Jon