Can we have Single email Id for multiple Queues

[thankrts]

Hi,

In our company we are using OTRS for the support of IT Dept. We are planning to include Admin Queue also to OTRS. I know it possible to add another queue and set the rest of the configurations. My question is can we have single mail Id for both IT as well as Admin Support?.

Previously we had only IT Support and email Id was itsupport@xyz.com. Customer can raise a ticket via web portal or by sending mail to itsupport@xyz.com.

If Admin queue is also added, the email Id will be changed to support@xyz.com. So the from the web portal it is possible to select the proper queue and raise a complaint. But if email sending is preferred, how the OTRS will filter the tickets/mails for IT as well as Admin Support if support@xyz.com mail Id is used.

Is it possible we can create a filter, if so could you please help me in resolving the same.

Regards,

Thank

[gob]

Hi

If you have two pop/imap mailboxes - one for each email address your customers are sending to this will work.
Configure both mailboxes under:
Admin :: Postmaster Mail Accounts.

then create two postmaster filters using the 'To' condition and setting the 'X-OTRS-Queue' header to the desired queue.

If you only use one mailbox and have two email aliases on it you might find that the above doesn't work (depending on your email infrastructure).

[EDIT]
Sorry - I think I might have mis-read your post! Do you want to use the same email address for both queues?

[crythias]

How would you determine which queue with a human?