email tickets regexp ldap backend

[ahkal]

Hello All,

We have a couple of sites/locations, customer users log their tickets via email, each user has their standard company signature which details their site address as you would expect.

At the moment I have only the default queues on my otrs box, and all tickets that are logged go into the RAW queue.

I would like like to create a queue for each of my sites, so that tickets from SiteA go to the queue for SiteA and tickets from SiteB go to the queue for SiteB, but I would like OTRS to be able to filter each incoming email by looking at the "Outlook Signature" of the "Sender" in the Text Body of the email, then from that determine which queue to put that ticket into. i.e. this customer signature says that he works at SiteA, so send the email/ticket to the SiteA queue.

I use LDAP as a Backend, and my Active Directory accounts have all the address fields populated, so even a field lookup can be done if possible.
I'm not sure whether you can do a regexp and look for certain text in the email body, and then say "that customer is from SiteA, or SiteB"

Any help would be appreciated.
Thanks

[ahkal]

I think I found it, I will try using:

Match
Header 1: Body
Value: "SiteA"