Hello, Sam.
You can use the postmaster filter modules to do that. The attached example
from the docs
# Job Name: 2-Match
# (sort emails with From: [EMAIL PROTECTED] and Subject: **ORDER**
# into queue 'Order')
$Self->{'PostMaster::PreFilterModule'}->{'2-Match'} = {
Module => 'Kernel::System::PostMaster::Filter::Match',
Match => {
To => '[EMAIL PROTECTED]',
Subject => '**ORDER**',
},
Set => {
'X-OTRS-Queue' => 'Order',
},
};
moves a ticket to the queue Order when To and Subject fields match. You
need to match Body field instead. I didn't use it myself and I didn't verify
that regular expressions are acceptable in matching.
~otrs/Kernel/System/PostMaster/Filter/Match.pm uses stantard perl match to
compare strings so most probably you can use perl regular expressions.
Prefilter declaration in the Config.pm is a kind of if-then construct. You
need as many of these filters as you need to recognize different keywords.
I have several queues too. However I use different email addresses to sort
emails from customers to different queues. I wrote a short essay how I did
it. You may find it useful.
https://support.gubarkov.ru/otrs/public.pl?Action=PublicFAQ&ItemID=1. I
would appreciate everybody's feedback on my otrs and postfix integration
essay.
regards,
Anton.
2008/11/29 sam <[EMAIL PROTECTED]>
> Hello Anton,
> Sorry for the delay. My idea was to sort emails to different queues where
> the customer specified a keyword in the email i.e. A parameter
> "TICKET:Database" in the email and once its received OTRS moves it to a
> queue Database issues. Basically all the customer has to do is to specify
> the keyword TICKET: and a corresponding word that will indicate the type of
> queue that the ticket will be sorted to.
> Thanks in advance.
>
>
> Regards,
> Sam Hailer
>
>
>
> Anton Gubar'kov wrote:
>
> Hello, Sam.
>
> Could you give me a specific example of what you would like OTRS to do
> about X-OTRS headers? What's the business process behind? Maybe I would be
> able to come out with more useful suggestions.
>
>
> Anton.
>
> 2008/11/24 sam <[EMAIL PROTECTED]>
>
>> Hi,
>> Thanks Anton for the reply, I don't understand whether the filter
>> rules are specified in the Config.pm file or in the postmaster filter
>> section in the admin interface. I have gone through the Defaults.pm file and
>> there is no mention of x-otrs headers anywhere.
>> I might not have specified my problem before correctly but I wanted to
>> know how to configure the headers in the postmaster filter i.e. how do I
>> specify the headers that otrs watches out for in the incoming mails and how
>> to specify the headers in the mail that will be fetched from the pop3 mail
>> account configured(Ps. The trusted option is set to yes).
>>
>> Regards,
>> Sam Hailer.
>>
>> Anton Gubar'kov wrote:
>>
>> Hi, Sam.
>>
>> X-OTRS headers are used to store values for the ticket being created in
>> the email being processed. I use X-OTRS-Queue to move spam tickets to queue
>> Junk. Here is the code in Config.pm to achieve it.
>>
>> $Self->{'PostMaster::PreFilterModule'}->{'5-SpamAssassin'} = {
>> 'CMD' => '/usr/bin/spamc -E -r',
>> 'Module' => 'Kernel::System::PostMaster::Filter::CMD',
>> 'Set' => {
>> 'X-OTRS-Queue' => 'Junk'
>> }
>> };
>>
>> The effect is the ticket is created in queue Junk if spamc produces any
>> output. The queue determination from system addresses is ignored.
>>
>> Regards,
>> Anton.
>>
>>
>> 2008/11/21 sam <[EMAIL PROTECTED]>
>>
>>> Hi,
>>> My issue with x-orts headers is that i dont know how to configure them. I
>>> have tried to go through the admin manual but i can't get a handle on how
>>> they are configured. Could some one post me a working sampleso that i can
>>> atleast have an idea of what to enter in the postmaster filter section.
>>> Thanks.
>>> Regards
>>> Sam Hailer.
>>>
>>>
>>> Aris Czamanske wrote:
>>>
>>>> Sam,
>>>>
>>>> In Pop3 Account Management for the specific email account, set the
>>>> "Trusted" field to 'Yes' . Then test your filters. Everything should work
>>>> properly.
>>>> Aris
>>>>
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>>>>
>>>>
>>>
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