Mail Sorting issue...

[online14230]

Hi There,
I work for a company that works on multiple web based systems. At all our clients, we have our own people who we refer to as Workgroups.
In our head office, we have 3 people who provide support to our workgroups as well as suppliers who use these systems.
When any person wants support, they normally mail us on support@mycompany.com.

Now, Ive been asked to try to find a way to keep a more accurate record of what issues we are dealing with... in an effort to develop standard responses etc to issues.
I checked out a few ticketing apps and I decided on OTRS, since its one of a very few that are THAT easy to setup. I have very basic web dev skills and very little else. I am able to deploy apps to the web, I am well versed with bash scripting and am able to accomplish tasks quite quickly, teaching myself what I need to know. (which is why I was asked about this). Please keep in mind that this is a task that I am NOT being paid for... Its so I have something to do while Im waiting for our developer to finish our DAM system.

Now, with setting up OTRS, I seem to have hit a brick wall that happens to be a decider for me. I have created all user accounts, customer companies etc and Ive also setup my queues succesfully as Product A, B and C... with the three of us splitting the load based on the systems where we excel. Unfortunately, I have absolutely NO idea how to direct incoming mails to support@mycompany.com to the different queues based solely on the Mail SUBJECT. This happens to be the ONLY thing stopping me from making the system live.
Basically, when a user sends a mail to the support address, they will title it eg System and then in the body list certain details and also provide screenshots. A sample mail would be

Subject: Fogra
Body: Our Printer certification is no longer valid. Please arrange for our machine to be calibrated. (For other issues, they basically provide a step-by step to et to any error experienced)
All mails would also have a signature, which I would like to strip out as well as the included AV line.
I suspect I should be using filters to sort out this issue, but I have no idea how to set this up... Or I could be wrong, and Im asking for something that has not yet been implemented...

In any case, thanks for any positive input!

[crythias]

Two Helium atoms were talking ... The first one says, "I think I just lost an electron!" The second one says, "Are you sure?" The first one says, "I'm positive!"

Anyway, PostMasterFilter may be your friend.
Filter Condition: Header 1: Subject Value 1: .*Fogra.*
Set Email Headers Header 1: X-OTRS-Queue Value 1: Product A

[alexus]

To be absolutely positive - RTFM!

[online14230]

Thanks Crythias, issue resolved. Now to get the system processing email replies as responses to existing tickets instead of creating new tickets... but thats gonna be slved quite quickly since I know what the issue is..

Once again, thanks a million!