PostMaster-Filter - Defined Clients in special queue?

[d3nny]

Hello everyone,

I'm kinda new to OTRS and sorry for such a dumb question but I tried it now for 3 days and don't got a solution for it.

First of all my setup:
- 1 OTRS Email (info@domain.tld)
- 2 Queues
-- Info non-clients
-- Info Clients

I've got a PostMaster-Filter which checks for "To:" = "info@domain.tld" and if so, then set X-OTRS-Queue to "Info non-clients". So every email which is send to info@domain.tld will be put in "Info non-clients" queue.
Now I defined one Customer (Clients) and add all known email adresses as CustomerUser so that if I get an email from this defined emails the Customer is always: Clients

Is it not possible to check in PostMaster-Filter if this email is an CustomerUser email?

I tried this:
- Check for:
-- To: info@domain.tld
-- X-OTRS-CustomerNo = Clients

But this rule will never apply, but why? Is X-OTRS-CustomerNo not available during fetching email? Is it possible to debug the fetchmail script that I can see which variables are available?

Thank you very much in advance.

Greetins,
Denny

[jjurkus]

Is it possible to debug the fetchmail script that I can see which variables are available?

Are you using fetchmail then? I think normally one would set up an imap mail account.

[d3nny]

It's an imap account and I also found out how to debug the match.pm stuff.
Seems like the PostMaster.pm don't know about X-OTRS-CustomerNo during fetching. This Header is known when creating the ticket but then it's to late because the PostFilter can't set the right X-OTRS-Queue.

Now I found out a workaround for it - I created a genericagent rule for create-ticket.
If this Email is in CustomerID then the Ticket will moved. Unfortunately the auto-reply-Message from the other queue won't triggered. Only the auto-reply of the first queue will send out, not the one where the ticket will be moved.

Need to find out how the generic agent can trigger this new auto-reply

[jjurkus]

It's an imap account and I also found out how to debug the match.pm stuff.

Please tell me, cause I don't know how.

Seems like the PostMaster.pm don't know about X-OTRS-CustomerNo during fetching. This Header is known when creating the ticket but then it's to late because the PostFilter can't set the right X-OTRS-Queue.

I'm not entirely understanding what you mean. You mean a client responds to a message that has been sent by otrs? I would reckon some lousy e-mail programs (looking at outlook ofcourse) are stripping a lot of headers.

Now I found out a workaround for it - I created a genericagent rule for create-ticket.
If this Email is in CustomerID then the Ticket will moved. Unfortunately the auto-reply-Message from the other queue won't triggered. Only the auto-reply of the first queue will send out, not the one where the ticket will be moved.

I'm sorry, I haven't got a clue to what you mean. I've just started with otrs in the last few weeks, and I need to keep it a fairly simple setup, so this is somewhat out of my knowledge. So if noone responds in quite some time you might want to explain it a little more, so not only the experts can help

[reneeb]

I tried this:
- Check for:
-- To: info@domain.tld
-- X-OTRS-CustomerNo = Clients

Do you check for X-OTRS-CustomerNo or do you set this header? This isn't clear...

If you check for it, the mail has to include this header... If you want a generic check, you have to write your own postmaster filter (some Perl code).